TOYOTA
Product Support Division
INTEROFFICE MEMORANDUM

Volume: XIX
Number: TC14-005
Date: 4/17/2014
X Action
X Retain
Information

To:

All Region/Private Distributor General Managers/Vice Presidents

From:

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

Subject:

Warranty Enhancement Program – ZTY
2005 – Certain 2012 Avalon Vehicles
Extension of Warranty Coverage for Steering Column Telescopic Adjustment Lever Detent Clip

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program to extend the warranty coverage for the Steering Column Telescopic
Adjustment Lever Detent Clip in 2005 - Certain 2012 Model Year Avalon vehicles.
In these vehicles, Toyota has received some reports where, after securing the telescopic adjustment lever, the
steering column’s telescopic adjustment function may not retain its set adjusted position.
Although the Steering Column Telescopic Adjustment Lever Detent Clip is covered by Toyota’s New Vehicle
Limited Warranty for 3 years or 36,000 miles (whichever occurs first), we at Toyota care about the customers’
ownership experience. Toyota is now extending the warranty coverage for replacement of the Telescopic
Adjustment Lever Detent Clip to address the problem described in the covered vehicles. Please see the
Warranty Enhancement Program Details for additional information.
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
1.

Dealer Letter Mailing Date
The attached Dealer Letter will be mailed to all Toyota dealers in Mid-April, 2014.

2.

Owner Notification Mailing Date
The owner notification will commence in Late April, 2014 and will be mailed over several months. We
have attached a sample owner letter for your reference.

3.

Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage extension to the
vehicle’s “New Vehicle Limited Warranty” for looseness of the steering column telecopic adjustment
function after securing the lever. If the condition is verified the steering column will be repaired with
a new Telecopic Adjustment Lever Detent Clip .
•
•

The Primary Coverage offers warranty enhancement until May 31, 2015, with no mileage
limitation.
After the Primary Coverage period ends, the Secondary Coverage is applicable for 10 years
from the date of first use with no mileage limitation.

This coverage is for warranty work performed at an authorized Toyota dealer only. Damage incurred
from abuse, an accident, vandalism or non-warrantable causes are not covered by the New Vehicle
Limited Warranty or this Warranty Enhancement Program.
4.

Number of Vehicles Covered
There are approximately 400,000 Vehicles covered by this Warranty Enhancement Program.

Warranty Enhancement ZTY – R – Page 2
5.

Region/District Summary Reports
We have enclosed the following Warranty Enhancement Program Summary Reports in the
Region/Private Distributor (PD) Service Manager/Customer Operations Manager/Director of Service
Package:
• Region/PD Summary Reports that provides an overview of the entire Region/PD for this Warranty
Enhancement Program.
• District Summary Reports that indicate the number of involved vehicles registered in each
dealership’s primary market area for this Warranty Enhancement Program.
Please note that dealerships will not receive reports as this is not a Recall or Special/Limited Service
Campaign.

Please review this entire Warranty Enhancement Package with the appropriate associates so that they may
provide the necessary support to your dealers and maximize our combined customer satisfaction efforts.
Enclosures
cc:
Region/Private Distributor Assistant General Managers
Region/Private Distributor Customer Service Operations Managers
Region/Private Distributor Service Managers/Directors/VPs
Region/Private Distributor Parts Managers/Directors/VPs
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
Field Product Engineers