To:

All Toyota Dealer Principals, Service Managers, and Parts Managers

Subject:

Limited Service Campaign (LSC) D0N
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. Owner Notification Mailing Date
The owner notification will commence in early October 2013,
approximately 1 week after the dealer notification.
Toyota tries hard 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 LSC 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.
2. New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction Toyota requests that dealers conduct the LSC remedy on any new or used
vehicles currently in dealer inventory that are covered by this LSC prior to customer delivery.

LSC D0N – D – Page 2
3. Number and Identification of Covered Vehicles
There are approximately 4,000 (2012 – 2013 MY) Highlander Hybrid Vehicles covered by this LSC.
WMI

MY
2011

JTE
2012

VDS
BC3EH
DC3EH
BC3EH
DC3EH

Start
2003742
2003733
2003982
2003983

Finish
2003975
2003980
2008657
2008658

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 the notification, please verify coverage by confirming through TIS. Dealers
should perform the procedure as outlined in the Technical Instructions located on TIS. Not all vehicles in
the VIN range are covered by this LSC.
A UIO matrix by state is provided to inform your dealership of the number of covered vehicles in your state.
STATE
AK
AL
AR
AZ
CA
CO
CT
DE
FL
GA

UIO
18
25
13
47
809
127
84
16
144
71

STATE
HI
IA
ID
IL
IN
KS
KY
LA
MA
MD

UIO
25
32
23
193
56
16
46
12
170
85

STATE
ME
MI
MN
MO
MS
MT
NC
ND
NE
NH

UIO
15
49
64
53
11
15
84
8
23
29

STATE
NJ
NM
NV
NY
OH
OK
OR
PA
RI
SC

UIO
123
37
28
233
92
33
118
123
16
31

STATE
SD
TN
TX
UT
VA
VT
WA
WI
WV
WY

UIO
6
55
159
64
184
13
232
69
10
11

4. Dealer Summary Reports
Summary Reports, containing the following will be enclosed in the dealer packet:
 The number of covered vehicles in your dealership’s primary marketing area.
(Please verify eligibility by confirming through TIS prior to performing repairs.)
 A suggested initial parts ordering quantity.
5. Parts Ordering
Dealer Ordering Solutions:
Orders can be placed through the dealership’s facing PDC. The kits have been placed on Dealer
Ordering Solutions and will be systematically released daily based on dealer ordering criteria
All covered vehicles will require the replacement of the Rear Driveshaft Assemblies.
Part Number
04003-34148

Part Description
Shaft Kit Rr Drive

Quantity
2

The kit above includes the following parts.
42340-48081
90177-22001

Shaft Assembly, Rear Drive
Nut

1
1

Each dealership will receive specific dealer ordering criteria in an email from TMS Special Activities
group based on Repair Order Volume * PDC Affected UIO. Dealers ordering criteria will also be
available through the Customer Support Leader at their facing PDC. Therefore, it is vital that each
dealership work with both Parts and Service to immediately file claims and coordinate appropriate kit
orders. A sample of the Parts Allocation Report has been attached below for your reference.

LSC D0N – D – Page 3
(Parts Ordering Continued . . . )
Manual Allocation Control (MAC):
Approximately 1.5% of vehicles will fail the inspection and need the following parts. Do
not order these components until your dealership has confirmed the Rear Driveshaft
has disengaged from its inboard joint assembly.
(See the Warranty Processor section for rental car information.)
Part Number
16492-21050*
G1050-48010

Part Description
Packing (For Radiator Drain Cock)
Motor Assembly, Rr Traction W/ Transaxle
Bolt & Gasket Kit:

Quantity
1
1

17451-28040
Gasket Exhaust Pipe
2
1
90109-12082
Bolt
2
90119-14099
Bolt, W/ Washer
2
91552-81265
Bolt, Flange
2
* Part 16492-21050 will not be on MAC but is need if the Rear Differential Motor is replaced.

04003-36148

To ensure parts availability, the parts have been place on Manual Allocation Control
(MAC). If you require a part that has been placed on MAC, please send an email to
Quality_Compliance@Toyota.com with the following information:
 Subject Line: D0N MAC Release Request (Dealer Code)
 Dealer Code
 VIN Number
 Part Number and Qty. Ordered
 Order Reference Number
 Order Date
 Contact Person
Once a representative confirms the information provided, the part will be released. If
there is a concern regarding the information provided, a representative will contact
your dealership. Please allow 2-3 days for part release after providing the requested
information.
Important Notes:
 Once you have placed your order DO NOT change or upgrade your order
status.
 Failure to provide the above information within 48 hours will result in an
order cancellation.
IMPORTANT PARTS ORDERING
UPDATE
All Safety Recall, Service Campaign
(SSC/LSC) and Customer Support
Program (CSP) parts are eligible for
the Monthly Parts Return Program.
Please refer to PANT Bulletin 2011087 for campaign parts that are
currently returnable under the
Monthly Parts Return Program and
additional details.

LSC D0N – D – Page 4
6. Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership associates involved in
the recall process are required to successfully complete E-Learning course SC13A. To ensure that all
vehicles have the repair performed correctly; technicians performing this recall repair must also meet at least
one of the certification levels listed below:





Hybrid Expert
Drivetrain Expert and completion of course 071 Toyota Hybrid System
Master Technician
Master Diagnostic Technician

It is the dealership’s responsibility to select technicians with the above certification level or greater to
perform this LSC 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.
7. Remedy Procedures
Please refer to TIS for Technical Instructions.
Conduct all applicable, non-completed Safety Recall and Service Campaigns on the vehicle during the time
of appointment.
8. Warranty Reimbursement Procedure
Certain 2011 through 2012 Model Year Highlander Hybrid Vehicles
Verify Vehicle Eligibility
1. Check the VIN range.
2. Check the TIS Vehicle Inquiry
System.

Not Covered

No further action required.

NG

Replace the left and right Rear
Driveshaft Assemblies and Rear
Differential Motor.

Covered
Inspect the left and right Rear
Driveshaft Assemblies for
disengagement.
OK
Replace left and right Rear Driveshaft
Assemblies.

Campaign complete, return the vehicle
to the customer.

LSC D0N – D – Page 5
(Warranty Reimbursement Procedure Continued...)
LSC

D0N

Op. Code

Description

Flat Rate

3619HA

Inspect & Replace Rear Driveshaft Assemblies

2.0 hr/veh

3619HB

Inspect and Replace Rear Driveshaft Assemblies
and Rear Differential Motor

4.2 hr/veh

(Use only in limited cases where
the condition has occurred.)



The above operation codes include 0.1 hour for administrative cost per unit for the dealership.

Allowable Sublets for LSC D0N:
 Rental Vehicle: Use sublet type “RT” for OpCode 3619HB. During the replacement of the driveshaft
assemblies and the Rear Differential Motor, customer’s rental car through the Toyota Rent-A-Car
(TRAC) Program is available for a maximum of 2 days. Follow the Toyota Transportation Assistance
Program (TTAP) guidelines.
 Fluids: Use sublet type “OF” for OpCode 3619HB. A maximum of $39/vehicle cost for hybrid transaxle
fluid (Automatic Transmission Fluid – World Standard) and 50% pre-mixed Super Long Life Coolant will
be accepted.
9. Campaign Designation Decoder

D

0

Year Campaign is Launched Repair Phase

8 = 2008
9 = 2009
A = 2010
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
Etc...

0 = Remedy
1 = Interim (Remedy
not yet available) “1”
will change to “0” when
the Remedy is
available

B
Current Campaign Letter
for this year
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
6th Campaign = F
7th Campaign = G
8th Campaign = H
9th Campaign = I
Etc...

Examples:
A0D = Launched in 2010, Remedy Phase, 4th Campaign Launched in 2010
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
D0B = Launched in 2013, Remedy Phase, 1st Campaign Launched in 2013

10. 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.
11. 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 Cindy Knight (310) 468-2170 in Toyota Corporate Communications.
(Please do not provide this number to customers. Please provide this contact to only media associates.)
12. Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter
and/or LSC remedy. 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 Customer
Experience Center (1-888-270-9371).
Please review this entire package with your Service and Parts staff to familiarize them with the proper
step-by-step procedures required to implement this Limited Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.