NHTSA ID Number: 10129984
Manufacturer Communication Number: ZE5_Dealer Packa
TSB/Document Date: 2018-03-12
Summary
Dealer Package: Date 02/15/18 ZE5 previously stated that LSC E03 had to be completed prior to performing ZE5. LSC E03 is now expired and is no longer a prerequisite for ZE5. Language stating this requirement has been removed.
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
February 15, 2018
TOPIC
ZE5 previously stated that LSC E03 had to be completed prior to performing ZE5. LSC E03
is now expired and is no longer a prerequisite for ZE5. Language stating this requirement
has been removed.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2018 Toyota Motor Sales, USA
To:
All Toyota Dealer Principals,
Service Managers, Parts Managers
Subject:
Warranty Enhancement Program – ZE5
Certain 2012 – 2014 Camry
Extension of Warranty Coverage for U760E Torque Converter Shudder
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program to extend the warranty coverage for repairs related a U760E Torque Converter
Shudder.
In these vehicles, Toyota
has received some reports where vehicles may exhibit a brief intermittent shudder
during torque converter flex lock up. This shudder may be observed while driving under light throttle conditions
between approximately 25 – 50 mph.
Although the Torque Converter is covered by Toyota’s New Vehicle Limited Warranty for 5 years or 60,000
miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota is now
extending the warranty coverage for repairs related a Torque Converter Shudder.
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
1.
Owner Notification Letter Mailing Date
The owner notification will commence in early November, 2014 and will be mailed over several months.
We have attached a sample owner letter for your reference.
2.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for repairs related to Torque Converter Shudder. If the
condition is verified, the vehicle will be repaired with a new torque converter, additional transmission
pan magnets, and updated engine control software under the terms of this Warranty Enhancement
Program.
•
•
The Primary Coverage offers warranty enhancement until April 30, 2016 with no mileage
limitation.
After the Primary Coverage period ends, the Secondary Coverage is applicable for 8 years
from the date of first use or 150,000 miles, whichever occurs first.
This coverage is for warranty 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 by the New Vehicle Limited Warranty or this warranty enhancement.
3.
Number and Identification of covered Vehicles
There are approximately 984,000 vehicles covered by this Warranty Enhancement Program.
Please refer to Warranty Policy Bulletin (Bulletin No. POL14-10) for identification of vehicles covered by
this Warranty Extension.
Warranty Enhancement Program ZE5 – D – Page |2
4.
Warranty Claim Processing Instructions
Please refer to the Warranty Policy Bulletin (Bulletin No. POL14-10) for warranty claim processing
instructions. All parts replaced for this repair are subject to warranty parts recovery.
5.
Technical Instructions (Repair Procedures)
•
6.
Technical Instructions can be found in T-SB-0034-14
Parts Ordering
As this is an extension of the warranty, most customers will only request reimbursement from TMS for
past replacements. Dealers should not increase their stock of Torque Converter Kits. As always, if a
customer experiences the condition described, dealers should conduct appropriate diagnosis and order
the applicable parts.
Refer to Warranty Policy Bulletin POL14-10 for detailed parts ordering information.
Dealers are requested to only order parts for vehicles experiencing this condition. DO NOT ORDER
FOR STOCK. The parts have been placed on Dealer Ordering Solutions and will be systematically
released daily. Please see the weekly manual allocation report for additional details.
7.
Customer Reimbursement
Please refer to the attached owner letter for reimbursement consideration instructions.
Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Warranty Extension.
As part of our dedication to continuous improvement, changes have been incorporated in the production
process to ensure the highest quality products are provided to our customers.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
Warranty Enhancement Program – ZE5
Certain 2012 – 2014 Camry
Extension of Warranty Coverage for U760E Torque Converter Shudder
◄ IMPORTANT UPDATE ►
DATE
February 15, 2018
TOPIC
ZE5 previously stated that LSC E03 had to be completed prior to performing ZE5. LSC
E03 is now expired and is no longer a prerequisite for ZE5. Language stating this
requirement has been removed.
BACKGROUND
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program to extend the warranty coverage for repairs related a U760E Torque Converter
Shudder.
Q1:
A1:
What is the condition?
In these vehicles, Toyota has received some reports where vehicles may exhibit a brief intermittent
shudder during torque converter flex lock up. This shudder may be observed while driving under light
throttle conditions between approximately 25 – 50 mph.
Although the Torque Converter is covered by Toyota’s New Vehicle Limited Warranty for 5 years or
60,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience.
Toyota is now extending the warranty coverage for repairs related a Torque Converter Shudder.
Q2:
A2:
What is Toyota going to do?
Owners of vehicles covered by this Warranty Enhancement Program will receive an Owner Letter via
first class mail starting in early November, 2014.
If the owner experiences torque converter shudder, they should contact their local authorized Toyota
dealership for diagnosis and repair. If the condition is covered by the terms of this warranty
enhancement program, the repair will be performed at no charge.
Q3:
A3:
Which vehicles are covered by this Warranty Enhancement Program?
There are approximately 984,000 vehicles covered by this Warranty Extension.
Model
Camry
Q3a:
A3a:
Q4:
A4:
Model Year
Certain 2012-2014
Appx. UIO
984,000
Production Period
Late July, 2011 through Late June, 2014
Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty
Enhancement Program?
No, there are no other Toyota, Lexus, or Scion vehicles covered by this Warranty Enhancement
Program.
What are the details of this coverage?
This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for repairs related to Torque Converter Shudder. If the
condition is verified, the vehicle will be repaired with a new torque converter, additional transmission
pan magnets, and updated engine control software under the terms of this Warranty Enhancement
Program.
•
•
The Primary Coverage offers warranty enhancement until April 30, 2016 with no mileage
limitation.
After the Primary Coverage period ends, the Secondary Coverage is applicable for 8 years
from the date of first use or 150,000 miles, whichever occurs first.
This coverage is for warranty 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 by the New Vehicle Limited Warranty or this warranty enhancement.
Q5:
A5:
Which parts are covered by this warranty enhancement program?
The specific components(s) covered by this warranty extensions are as follows:
•
•
Q6:
A6:
Torque Converter Kit (Includes Torque Converter, Gaskets, Additional Transmission Pan
Magnets
Updated Engine Control Software
What should an owner do if they experience a Torque Converter Shudder?
If the owner experiences Torque Converter shudder, he/she should contact their local authorized
Toyota dealership for diagnosis and repair. If the condition is covered by the terms of this warranty
enhancement program, the repair will be performed at no charge.
Q6a:
A6a:
What if the dealer performs diagnosis and determines that the vehicle does not have the
conditions covered by this Warranty Enhancement Program?
Any authorized Toyota Dealership will determine if a condition is covered by this Warranty
Enhancement at NO CHARGE to you. If the vehicle does not have the condition covered by
this warranty enhancement program, additional diagnostics and repairs would be your
responsibility (refer to your vehicle’s “New Vehicle Limited Warranty” for additional details).
Q7:
A7:
Will this condition illuminate a Malfunction Indictor Lamp?
No, if this condition occurs, it will not illuminate a malfunction indicator lamp or set a diagnostic trouble
code.
Q8:
What if an owner has NOT experienced this condition but would like to have the repair
completed?
This Warranty Enhancement Program only applies to vehicles that have exhibited the conditions
described above. If an owner has not experienced the condition, he/she is asked to apply the warranty
enhancement notification sticker to the Owners Warranty Information Booklet for future reference.
A8:
Q9:
A9:
Toyota recently conducted an LSC for U760E Torque converter shudder; is this repair different?
Toyota conducted an LSC to proactively update the Engine Control Software with improved torque
converter control logic. The LSC is intended to help prevent this condition from occurring and will be
performed without the presence of torque converter shudder. In some cases the LSC software update
may not eliminate all Torque Converter Shudder concerns; therefore, Toyota has announced this
warranty enhancement program to cover repair if the shudder is still present after the software update
is performed.
Q9a:
A9a:
If a customer previously had the LSC performed and the vehicle is still experiencing a
torque converter shudder, which parts will be replaced under the Warranty Enhancement
Program?
If the vehicle experiences a shudder after the LSC has been performed, the dealer will verify
the latest available version of the software is installed. If not, it will be updated. Additionally,
the Torque converter will be replaced and additional magnets will be added to the inside of the
transmission pan.
Q10:
A10:
How long will the repair take?
If the condition is present on the vehicle, the repair will take approximately 1 day. However, depending
upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period
of time. A rental vehicle will be provided while the repair is performed.
Q11:
A11:
What if a customer has previously paid for repairs on their vehicle?
Owners that have previously paid for repairs for this specific condition should refer to the owner letter
for reimbursement consideration instructions.
Q12:
A12:
What if an owner has additional questions or concerns?
Owners with questions or concerns are asked to please contact the Toyota Customer Experience
Center at 1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am to 4:00
pm Pacific Time
WARRANTY ENHANCEMENT NOTIFICATION – ZE5
Re:
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to
ensure customer satisfaction, Toyota would like to advise you of an enhancement to portions of your Toyota New Vehicle
Limited Warranty. Toyota has received some reports where vehicles may exhibit a brief intermittent shudder during
torque converter flex lock up. This shudder may be observed while driving under light throttle conditions between
approximately 25 – 50 mph.
While the majority of vehicles will not experience this condition, to assure you that we stand behind our product, we are
offering the following New Vehicle Warranty Extension:
E
L
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary
coverage extension to the vehicle’s “New Vehicle Limited Warranty” for repairs
related to Torque Converter Shudder. If the condition is verified, the vehicle will
be repaired with a new torque converter, additional transmission pan magnets,
and updated engine control software under the terms of this Warranty
Enhancement Program*.
•
•
The Primary Coverage offers warranty enhancement until April 30, 2016
with no mileage limitation.
After the Primary Coverage period ends, the Secondary Coverage is
applicable for 8 years from the date of first use or 150,000 miles,
whichever occurs first.
P
M
A
Note: Owners of vehicles also covered by Limited Service Campaign (LSC) E03
for U760E Torque Converter Shudder must have the LSC performed prior to
application of this Warranty Enhancement Program. Please see your local Toyota
dealer for details,
Please note that this coverage is for warranty work performed at an authorized
Toyota dealer only.
This Warranty Enhancement Program is limited to your specific vehicle whose Vehicle Identification Number (VIN) is printed below and is
subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of your Owner’s Warranty Information booklet.
For example, damage from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty
enhancement.
* Please see your Toyota dealer for additional details
S
What should you do?
Peel and Stick Label
onto the Owner’s
Warranty Information
Booklet
VIN #:_________________________
Date of First Use:__________________________
Please apply the sticker above to your Owner’s Warranty Information Booklet for future reference.
If you have not experienced the condition described above there is no action necessary at this time.
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis
and, if applicable, repair.
If you would like to update your vehicle ownership or contact information, please go to www.Toyota.com/#login. You
will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, and proof-of-ownership to the following address for reimbursement consideration:
Toyota Motor Sales, USA, Inc.
Toyota Customer Experience WC10
19001 South Western Avenue
Torrance, CA 90509
*Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products.
Sincerely,
Toyota Motor Sales, U.S.A., Inc.
Warranty Enhancement Program
Frequently Asked Questions
ZE5
Q1:
A1:
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and value.
As part of our continual efforts to ensure customer satisfaction, Toyota is advising you of this Enhancement
to the Warranty Coverage to assure you that we stand behind the product.
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.
Q3:
A3:
I recently received a LSC notification for U760E Torque converter shudder; is this repair different?
Toyota notified you about an LSC to proactively update the Engine Control Software with improved torque
converter control logic. The LSC is intended to help prevent this condition from occurring and will be
performed without the presence of torque converter shudder. In some cases the LSC software update may
not eliminate all Torque Converter Shudder concerns; therefore Toyota has announced this warranty
enhancement program to cover repair if the shudder is still present after the software update is performed.
In order to be eligible for the Warranty Enhancement Program, the vehicle must exhibit a shudder condition
after the LSC software update has been performed and be within the limitation of the warranty enhancement
program.
Q3a:
A3a:
E
L
P
M
A
If I previously had the LSC performed and the vehicle is still experiencing a torque converter
shudder, which parts will be replaced under the Warranty Enhancement Program?
If the vehicle experiences a shudder after the LSC has been performed, the dealer will verify the
latest available version of the software is installed. If not, it will be updated. Additionally, the Torque
converter will be replaced and additional magnets will be added to the inside of the transmission
pan.
Q4:
A4
Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
Yes, this Warranty Enhancement coverage is fully transferrable to subsequent vehicle owners for the
condition and terms specified in the notification letter.
Q5:
A5:
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.
Q5a:
S
A5a:
Q6:
A6:
Q7:
A7:
Q8:
A8:
What if the dealer performs diagnosis and determines that the vehicle does not have the
conditions covered by this Warranty Enhancement Program?
Any authorized Toyota Dealership will determine if a condition is covered by this Warranty
Enhancement at NO CHARGE to you. If the vehicle does not have the condition covered by this
warranty enhancement program, additional diagnostics and repairs would be your responsibility
(refer to your vehicle’s “New Vehicle Limited Warranty” for additional details).
Will my vehicle illuminate a Malfunction Indicator Lamp (MIL) if this condition occurs?
No, if this condition occurs, it will not illuminate a malfunction indicator lamp or set a diagnostic trouble code.
How long will the repair take?
If the condition is present on your vehicle, the repair will take approximately 1 day. However, depending
upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of
time. A rental vehicle will be provided while your vehicle is being repaired.
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Assistance Center at
1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am through 4:00 pm Pacific
Time
* Warranty Enhancement
Reimbursement Checklist
□
Repair Order or Invoice
• Must include the following information
- Mileage on the date that the repair order was created
- Itemized breakdown of labor charges for each repair performed
□
- Detailed diagnosis statement
Proof-of-Payment
• Only the Following Items are Valid Proof-of Payment
- Copy of a cancelled check
E
L
- Copy of a Signed Credit Card Receipt
- Copy of a Credit Card Statement
□
- (If Paid By Cash) Letter from Repair Facility, on company letterhead, signed by the manager,
verifying the amount paid by cash
Proof-of-Ownership
• Only the following items are Valid Proof-of-Ownership
- Copy of the Bill of Sale
□
P
M
A
- Copy of the Title
Name, Address and Phone Number printed on all documents
Detailed diagnosis statement must answer the following three questions:
1. Why was the vehicle brought into the repair facility?
2. What was the repair facility’s diagnosis?
3. What did the repair facility do to correct the concern?
S
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TSB/Document ID: ZE5_Dealer Packa
Replacement Service Bulletin Number:
MFR Communication Date: 2018-02-15
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: POWER TRAIN:AUTOMATIC TRANSMISSION:TORQUE CONVERTER
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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