Lonnie Peterson / TMS Toyota Customer Services
Product Quality and Service Support, Quality Compliance
April 18, 2014

Approved By: Bob Waltz

To: All Toyota Dealers
From: Product Support Division

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

(n 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 Avaton vehicles.

. A Dealer Letter containing additional information has been posted on TIS
Please refer to TIS for vehicle applicability and additional information
° An FAQ has been attached for your reference

Customer and Media Contacts

« A FAQ has been attached for your use in the event you receive a customer contact. If a customer has
further questions, please direct the inquiry to the Toyota Customer Experience Center at 1-800-270-9371

e If you are a dealership associate and have any questions, please contact your District Service/Parts
Manager.

e Inthe event you are contacted by the News media, it is imperative that all media contacts (local and
national) receive a consistent message. Please direct all media contacts to Cindy Knight (310) 468-2170, in
Toyota Corporate Communications. (Please do not provide these numbers to customers or call if you are a
dealer associate. Please provide these contacts to only media associates.)

CP) TOYOTA

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

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 the Steering Column Telescopic Adjustment Lever
Detent Clip in 2005 - Certain 2012 Model Year Avalon vehicles.

Qa What is the condition?
Al: 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.

2: What is Toyota going to do?
A2 Owners of 2005 ~ Certain 2012 Avalon vehicles covered by this Warranty Enhancement Program will
receive an Owner Letter via first class mail starting in late April, 2074.

If the owner experiences the condition described they should contact their local authorized Toyota
dealership for diagnosis and repair. If the condition is verified, the dealer will repair the steering column
with a new Telescopic Adjustment Lever Detent Clip under the terms of this Warranty Enhancement
Program.

3; ___ Which vehicles are covered by this Warranty Enhancement Program?

A3 There are approximately 400,000 Avalon (2005 - Certain 2012 Model Year) vehicles covered by this
Warranty Extension.

Model Model Year Appx. UIO Production Period
2005 — Certain .
Avalon 2012 400,000 Mid-September, 2004 through Late April, 2012

Q3a:__Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty
Enhancement Program?
A3a: No. This specific condition only affects 2005 — Certain 2012 Model Year Avalon vehicles.

4: What are the details of this coverage?

A4: 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.

5:__ Which parts are covered by this warranty enhancement program?
AS: The specific components(s) covered by this warranty extensions are as follows:

« Steering Column Telescopic Adjustment Lever Detent Clip

Q6:___ How long will the repair take?

AG: The repair will take approximately 1 hour; however, depending upon the dealer's work schedule, it may
be necessary to make the vehicle available for a longer period of time.

Q7:___What should an owner do if they experience the condition described above?

AT: Please have the customer contact their local Toyota dealer for appropriate diagnosis and repair. If the
condition is in accordance with the terms of this Warranty Enhancement Program the repair will be
performed at NO CHARGE.

Q8:___What if an owner has NOT experienced this condition but would like to have the repair
completed?
A8: = This Warranty Enhancement Program only applies to vehicles that have exhibited the condition

described above. If an owner has not experienced this condition, he/she is asked to apply the warranty
enhancement notification sticker to the Owners Warranty Information Booklet for future reference.

9:___ What was changed to prevent this condition from re-occurring?
A9: —_ The shape of the Telescopic Adjustment Lever Detent Clip has been changed.

10: __What if a customer has previously paid for repairs on their vehicle?
A10: Owners that have previously paid for repairs for this specific condition should refer to the owner letter
for reimbursement consideration instructions.

11:__What if an owner has additional questions or concerns?
A11: 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 through
4:00 pm Pacific Time