| TOYOTA

Toyota Motor Sales, USA, Inc.

. 19001 South Western Avenue
Published March 9, 2016 Torrance. CA 90501

(310) 468-4000
To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

Subject: Special Service Campaign ESS - Remedy Notice
Certain 2004 - 2011 Model Year Toyota Sienna (2WD) Vehicles Equipped with a Spare Tire
Originally Sold In and/or Currently Registered Outside of the 20 Specific Cold Climate States
Excessive Corrosion of the Spare Tire Carrier Cable

Condition
Toyota has received reports indicating that some vehicles may experience spare tire carrier or carrier cable
corrosion even after being inspected and/or repaired as part of a previous Special Service Campaign. During normal
usage, water splashing rearward can reach the spare tire carrier due to variation in the placement of the foam
splash guard or loss of the splash guard. If the splashed water contains high concentrations of road salt, corrosion
of the spare tire carrier and carrier cable may result. !n limited instances, the spare tire may become separated from
the spare tire carrier and create a road hazard that could cause a vehicle crash. Toyota has revised the inspection
and remedy procedures for this Special Service Campaign. All owners of affected vehicles in Warm Climate
States are now eligible for an inspection of the spare tire carrier assembly and cable.

Remedy
Toyota dealers will be requested to inspect and, if necessary, replace the entire Spare Tire Carrier with an improved

one. This replacement will be performed at NO CHARGE to the customer.

Covered Vehicles
There are approximately 494,000 vehicles involved in this Special Service Campaign.

Model Name Model Year Production Period

Sienna (2WD) 2004 to Certain 2011 Early January 2003 - Early December 2010

Owner Letter Maiting Date
Toyota will begin to notify owners in early March, 2016. A sample of the owner notification letter has been included
for your reference.

Toyota makes significant effort 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 Special Service Campaign 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.

Used Vehicles in Dealership Inventory (In-Stock Vehicles
To ensure customer satisfaction Toyota requests that dealers conduct this Special Service Campaign remedy on

any used vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to customer

delivery.
Also, as a reminder, Toyota Certified Used Vehicle (TCUV) policy prohibits the certification of any vehicle with an

outstanding Special Service Campaign or Safety Recall. Thus, no affected units should be sold or delivered as a
TCUV until the Special Service Campaign has been completed on that vehicle.

© 2016 Toyota Motor Sales, USA
Special Service Campaign ESS - D - Page |2
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this
repair are required to successfully complete the most current version of the E-Learning course “Safety Recall and
Service Campaign Essentials’. To ensure that all vehicles have the repair performed correctly; technicians
performing this repair are required to currently hold at least one of the following certification levels:

Toyota Certified (any classification)
Toyota Expert (any classification)
Master Technician

Master Diagnostic Technician

Always check which technicians can perform the recall remedy by logging on to hitps:/Avww.uotdealerreports.com. It
ts the dealership’s responsibility to select technicians with the above certification jevel or greater to perform this
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.

Remedy Procedures
Please refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service
Campaigns on the vehicle during the time of appointment.

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.

Parts Ordering
Part Number Description Quantity
04005-31108 CARRIER, SPARE WHEEL 1
04005-30108 CARRIER KIT, SPARE WHEEL 1
04004-66108 SPARE WHEEL CARRIER KIT 1*

“NOTE: P/N 04004-66108 is not required for all vehicles. Please refer to the Technical Instructions to
determine vehicle applicability.

© 2016 Toyota Motor Sales, USA
Special Service Campaign ESS - D - Page |3

Warranty Reimbursement Procedure

Verify Vehicle Eligibility

Check the TIS Vehicle Inquiry System. | Not Involved—tr No further action required.

Lower the spare tire and inspect the
spare tire carrier cable coating.

Does the service for ASEIA7E |
show the nylon remedy part being
installed?

Non Nylon Coated

No
Inspect the vehicle’s spare tire : Yes
carrier tool kit to ensure it can ;
operate the new spare tire carrier. 6 Sided Driv
5 Sided Drive
a a la et ee ale Oy ee ee =

Campaign Complete Install New Spare Tire Tool Kit

Opcode Description Flat Rate Hours
Remove the spare tire from the cargo area (if necessary), replace the spare tire .

pee carrier and re-install the spare tire. ee eae

AGG65C Inspect the spare tire carrier — Passed — No Replacement Needed 0.3 hr/vehicle

Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. tn this regard, all media -
contacts must be directed to Toyota Corporate Communications or 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.)

Customer Contacts

Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or
Safety Recall 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).

© 2016 Toyota Motor Sales. USA
Special Service Campaign ESS - D - Page 14

Campaign Designation Decoder

EF 0 A
a a a
. . Current Campaign Letter
Year Campaign is Launched Repair Phase for this year
§= 2008 0 = Remedy i Campaign a4
9 = 2009 1=Inlerim (Remedy 2°" Campaign = 8
A= 2010 not yel available) 1" 3° Campaign = C
B=2011 will change to "0° when 4" Campaign = D
C= 2012 the Remedy is 5 Campaign = E
D=2013 available Sapa e Oat
E=2014 7™ Campaign = G
F=2015 8° Campaign = H
Ete 9% Campaign = |

Ete...

Examples:

AOD = Launched in 2010, Remedy Phase, 4'"* Campaign Launched in 2010
C1B = Launched in 2012, Interim Phase, 2" Campaign Launched in 2012
EOA = Launched in 2014, Remedy Phase, 1%! Campaign Launched in 2013

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 Special Service Campaign.

Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2016 Toyota Motor Sales, USA