Tyson Siekiera / TMS Toyota Customer Services

Product Quality and Service Support, Quality Compliance
December 8, 2014

Approved By: Bob Waltz

To: Ali Toyota Dealers
From: Product Support Division

Warranty Enhancement Program (Phase 1 Reimbursement ONLY) — ZE6
Certain 2003-2005 MY 4Runner
Certain 2005-2010 MY Avalon
Certain 2007-2011 MY Camry & Camry Hybrid
Certain 2004-2010 MY Sienna
Certain 2004-2008 MY Solara

Extension of Warranty Coverage for Cracked and/or Sticky/Melting Dashboards (Instrument Panels) as a
Result of Heat or Humidity

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program. This program extends the warranty coverage for repairs related to cracked and/or
sticky/melting Dashboards (Instrument Panels) as a result of heat or humidity on 2003-2005 model year
4Runner, 2005-2010 model year Avalon, 2007-2011 model year Camry and Camry Hybrid, 2004-2010 model
year Sienna, and 2004-2008 model year Solara vehicles.

Phase Description Tentative Mailing Schedule
1 Reimbursement Mid-December, 2014
2 Part Replacement May, 2015
. 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

e AFAQ 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.

« Ifyou 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 — ZE6

Certain 2003-2005 MY 4Runner

Certain 2005-2010 MY Avalon

Certain 2007-2011 MY Camry & Camry Hybrid

Certain 2004-2010 MY Sienna

Certain 2004-2008 MY Solara

Cracked and/or Sticky/Melting Dashboards (Instrument Panels) as a Result of Heat or Humidity

BACKGROUND

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Warranty
Enhancement Program. This program extends the warranty coverage for repairs related to cracked and/or
sticky/melting Dashboards (Instrument Panels) as a result of heat or humidity on 2003-2005 model year
4Runner, 2005-2010 model year Avalon, 2007-2011 model year Camry and Camry Hybrid, 2004-2010 model
year Sienna, and 2004-2008 model year Solara vehicles.

Qt: What is the condition?
Al: Toyota has received reports indicating that under certain circumstances, a combination of high humidity
and high temperatures, may cause the surface of the Dashboard on the vehicles identified above to

become cracked and/or sticky/melted over time. This cosmetic condition is corrected by replacing the
affected Dashboard.

Although the Dashboard is covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000
miles (whichever occurs first), we at Toyota care about our customers’ overall ownership experience. To
ensure our customers’ satisfaction, we will be offering an extension of the warranty coverage for this
particular condition.

Please Note: Dashboards can become cracked and/or sticky/melted over time for a number of different
reasons and under a number of different circumstances. If the Dashboard has become cracked and/or
Sticky/melted as a result of heat or humidity, the repair will be performed at no charge as soon as parts
become available.

Q2: What is Toyota going to do?

A2: This Warranty Enhancement Program will be launched in Two Phases due to limited parts availability.

Phase f

Toyota is currently preparing and obtaining the necessary parts to implement this Warranty
Enhancement Program. We anticipate it will take a few months to prepare and obtain the necessary
parts. Therefore, at this time, we are notifying you of this upcoming warranty enhancement program and
providing means for you to seek reimbursement for out of pocket expenses incurred in the event that
you paid for previous repairs.

Phase 2
Once sufficient parts have been prepared and obtained, we will send another owner notification letter.

Q2a: Why is Toyota notifying me if there are not sufficient parts to support vehicle repairs at

this time?

A2a: At this time, Toyota is providing the means for you to seek reimbursement consideration in the
event that you paid for previous repairs related to this condition. Toyota is also explaining that
if this condition currently exists for your covered vehicle, you may seek replacement at no cost
once sufficient parts have been prepared and obtained.

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© 2014 Toyota Motor Sales, USA
Q2b: When does Toyota anticipate the second owner notification letter will be sent?

A2b: Due to current production capacity, Toyota anticipates that a second owner notification letter
notifying owners that repairs are ready to be performed will begin to be sent in Spring, 2015.
We ask that you wait until this second owner notification letter is received before seeking
replacement for this cosmetic condition at no cost to you.

Q2c:__Can | be reimbursed for what! previously paid to repair a cracked and/or sticky/melted
Dashboard?
A2a: Yes, at this time, Toyota is providing a means for reimbursement in the event that you paid for
previous repairs related to this condition.

3: Which vehicles are covered by this Warranty Enhancement Program?

A3: There are approximately 3.42 million vehicles covered by this Warranty Extension.

Model Model Year Production Period Appx. UIO
4Runner 2003-2005 Early September 2002 — Early August 2005 328,600
Avalon 2005-2010 Early January 2005 — Late February 2010 331,400
Camry/HV 2007-2011 Early January 2006 — Late January 2010 1,631,200
Sienna 2004-2010 Mid-January 2003 - Early January 2010 924,800
Solara 2004-2008 Early July 2003 — Mid December 2008 203,400

Q3a:__Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty

Enhancement Program?
A3a: Yes. Certain 2007-2008 model year ES 350, 2003-2008 model year GX 470, 2006-2008 model

year IS 250/350, 2007 model year LS 460, 2004-2006 model year RX 330, 2007-2009 model
year RX 350, and 2005-2008 model year RX 400h vehicles are also involved in this Warranty
Enhancement.

4; What are the coverage details of this Warranty Enhancement Program?
Ad: This Warranty Enhancement Program provides a Primary and Secondary coverage for your vehicle’s
“New Vehicle Limited Warranty” as it applies to the Dashboard. The specific condition covered by this
program is any cracked and/or sticky/melting Dashboard as a result of heat or humidity. If the condition

is verified, the repair will be performed in accordance with the applicable TSB under the terms of this
Warranty Enhancement Program.

e The Primary Coverage offers warranty enhancement described herein for all owners of covered

vehicles until May 31, 2017, regardless of mileage or date of first use of the vehicle.

e Secondary Coverage supplements the Primary Coverage for some owners by offering the warranty

enhancement described herein for 10 years from the date of the first use of the vehicle,
regardless of mileage. For instance, if you own a 2009 Camry that was first used on January 1,

2010, you are entitled to the warranty enhancement through January 1, 2020.

Please note that this coverage is for warranty repair for Dashboards only, and must be performed at an
authorized Toyota dealer only. A maximum of one Dashboard replacement can be performed, if eligible,
under this Warranty-Enhancement Program.

This Warranty Enhancement Program is subject to the same terms, conditions, and limitations set forth
in the New Vehicle Limited Warranty Section of the Owner's Warranty Information booklet, with the
exception of the warranty enhancement coverage for this specific condition. For example, damage from
abuse, accident, theft, and/or vandalism is not covered by the New Vehicle Limited Warranty or this
warranty enhancement. To the extent your Owner's Warranty has expired, it is being extended only as
to the specific condition and parts identified above, subject to the terms, conditions, and limitations in

that Warranty.

© 2014 Toyota Motor Sales, USA

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Q5: What should | do if my vehicle's Dashboard is cracked and/or sticky/melted?

AS: Due to limited parts availability at this time, it is not possible for Toyota to immediately replace affected
Dashboards for vehicles covered under this Warranty Enhancement. We will send you a second owner
notification letter as soon as sufficient parts have been prepared and obtained to repair this cosmetic
condition for affected vehicles. Dashboard replacement under this Warranty Enhancement can be
completed after receiving the second owner notification letter.

Q6: What if [have previously paid for repairs to my vehicle for this condition?

A6: If you have previously paid for repairs to address this specific condition, please refer to the owner letter
for reimbursement consideration instructions.

7: What if | have additional questions or concerns?
A7: If you have additional questions or concerns, 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.

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© 2014 Toyota Motor Sales, USA