NHTSA ID Number: 10145905
Manufacturer Communication Number: ZJA-Dealer Packa
TSB/Document Date: 2018-10-22
Summary
Dealer Package: June 22, 2018 A correction was made to the coverage parameters. ? The owner notification schedule was updated. ? A sample of the Owner Letter has been attached to the Dealer Letter. Toyota
has received reports indicating that a combination of high humidity, high temperatures and light intensity may cause the surface of the Dashboard (Instrument Panel) in some of the subject vehicles to become cracked and/or sticky over time. The Dashboard (Instrument Panel) is covered by Toyota?s New Vehicle Limited Warranty for 3 years or 36,000 miles (whichever comes first). However, because we at Toyota care about each customer?s ownership experience, Toyota is now offering a voluntary Customer Support Program that applies to cracked and/or sticky Dashboards (Instrument Panels) of covered vehicles as a result of heat, humidity, and light intensity, regardless of whether the vehicle is out of warranty. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
June 22, 2018
•
•
•
TOPIC
A correction was made to the coverage parameters.
The owner notification schedule was updated.
A sample of the Owner Letter has been attached to the Dealer Letter.
The most recent updates in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2018 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: May 23, 2018
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Customer Support Program ZJA
Certain 2010 – 2011 Model Year Camry Vehicles
Certain 2009 – 2011 Model Year Camry Hybrid Vehicles
Repair Coverage for the Dashboard (Instrument Panel)
Background
Toyota has received reports indicating that a combination of high humidity, high temperatures and light intensity may
cause the surface of the Dashboard (Instrument Panel) in some of the subject vehicles to become cracked and/or
sticky over time.
The Dashboard (Instrument Panel) is covered by Toyota’s New Vehicle Limited Warranty for 3 years or 36,000 miles
(whichever comes first). However, because we at Toyota care about each customer’s ownership experience,
Toyota is now offering a voluntary Customer Support Program that applies to cracked and/or sticky Dashboards
(Instrument Panels) of covered vehicles as a result of heat, humidity, and light intensity, regardless of whether the
vehicle is out of warranty.
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
Customer Support Program Details
The specific condition covered by this Customer Support Program is a cracked and/or sticky Dashboard
(Instrument Panel) as a result of heat, humidity, and light intensity over time, regardless of whether the vehicle is
out of warranty. It does not cover Dashboards that have suffered damage from abuse, accident, theft, vandalism,
misuse, alteration, lack of proper maintenance, fire, or water contamination or any vehicles that are currently or
previously titled as “scrap,” salvage,” or “dismantled.” If the condition occurs and is verified, the Dashboard
(Instrument Panel) will be replaced with a new one under the terms of this Customer Support Program. This
Customer Support Program does not extend or revive the vehicle’s original “New Vehicle Limited Warranty” or
any other warranty. The timing of any repair under this voluntary Customer Service Program is subject to parts
availability.
•
•
This Customer Support Program will be offered for all vehicles until November 26, 2020 regardless of
mileage.
In addition, the Customer Support Program will be available for 10 years from the vehicle’s date of first use,
regardless of mileage.
This Customer Support Program only covers work performed at an authorized Toyota dealer only.
Covered Vehicles
There are approximately 491,800 vehicles covered by this Customer Support Program. Approximately 900 vehicles
covered by this Customer Support Program were distributed to Puerto Rico.
Model Name
Model Year
Approximate UIO
Production Period
Camry
Camry Hybrid
2010 – 2011
2009 – 2011
475,700
16,100
Mid-December 2008 – Early September 2011
Early October 2008 – Late July 2011
© 2018 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m Z J A - D - P a g e |2
Owner Letter Mailing Date
Toyota will begin to notify owners in Mid-June and notifications will be mailed over several months. A sample of the
owner notification letter has been attached for your reference.
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:
•
•
•
•
Certified Technician (Any Specialty, with 18+ Months Experience)
Expert Technician (Any Specialty)
Master Technician
Master Diagnostic Technician
Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.com. It is the
dealership’s responsibility to select technicians with the above certification level 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
Technical instructions for this Customer Support Program can be found in T-SB-0039-15.
Inspection Application
Vehicles must be inspected for the condition and inspection results must be fully submitted in the Inspection
Application prior to performing any repairs, filing warranty claims, and ordering any parts for this Customer Support
Program. Parts should never be intentionally stocked at the dealership for this Customer Support Program.
Refer to the Job Aide on TIS for instructions on using the Inspection Application.
Parts Ordering Process - Non SET and GST Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check
the Toyota Special Activities MAC/DOS report on Dealer Daily for the most up-to-date parts ordering information.
As this is a Customer Support Program, most customers will only request reimbursement from TMS for past
replacements; dealers should not increase their stock of related repair parts. Because of the difficulty of
manufacturing and shipping the affected parts, Dealers are requested to only order parts for vehicles experiencing
this condition only. DO NOT ORDER FOR STOCK. As always, if a customer experiences the condition described,
dealers should conduct appropriate diagnosis and order the applicable parts.
Refer to Policy Bulletin POL18-02 for additional parts ordering information.
All Customer Support Program (CSP) parts are eligible for the Monthly Parts Return Program. Please refer to PANT
Bulletin 2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for
additional details.
Reimbursement Procedure
Refer to Policy Bulletin POL18-02 for claim processing instructions. All parts replaced for this repair are subject to
warranty part recovery.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information
is used by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been
identified that a claim has been filed using an incorrect opcode or a claim has been filed for an incorrect VIN, refer to
Warranty Procedure Bulletin PRO17-03 to correct the claim.
© 2018 Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m Z J A - D - P a g e |3
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Customer Support Program. 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) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2018 Toyota Motor Sales, USA
Customer Support Program ZJA
Certain 2010 – 2011 Model Year Camry Vehicles
Certain 2009 – 2011 Model Year Camry Hybrid Vehicles
Repair Coverage for the Dashboard (Instrument Panel)
Frequently Asked Questions
Original Publication Date: May 23, 2018
◄ IMPORTANT UPDATE ►
DATE
June 22, 2018
•
•
TOPIC
A correction was made to the coverage parameters.
The owner notification schedule was updated.
The most recent updates will be highlighted with a red box.
Q1:
A1:
What is the condition?
Toyota has received reports indicating that a combination of high humidity, high temperatures, and light
intensity may cause the surface of the Dashboard (Instrument Panel) in some of the subject vehicles to
become cracked and/or sticky over time.
The Dashboard (Instrument Panel) is covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever comes first). However, because we at Toyota care about each customer’s
ownership experience, Toyota is now offering a voluntary Customer Support Program that applies to
cracked and/or sticky Dashboards (Instrument Panel) of covered vehicles as a result of high humidity, high
temperatures, and light intensity over time, regardless of whether the vehicle is out of warranty.
Q2:
A2:
What is Toyota going to do?
Toyota will send, starting in Mid-June 2018, an owner notification by first class mail advising owners of this
Customer Support Program.
If the owner experiences the condition described above, he or she should contact their local authorized
Toyota dealership for diagnosis. If the condition is verified, the dealer will replace the Dashboard (Instrument
Panel) with a new one at NO CHARGE to the customer. The timing of any repair under this voluntary
Customer Support Program is subject to parts availability.
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 491,800 vehicles covered by this Customer Support Program.
Model Name
Model Year
Approximate UIO
Production Period
Camry
Camry Hybrid
2010 – 2011
2009 – 2011
475,700
16,100
Mid-December 2008 – Early September 2011
Early October 2008 – Late July 2011
Q3a:
A3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support Program.
FAQ Page 1 of 2
© 2018 Toyota Motor Sales, USA
Q4:
A4:
What are the details of this program?
The specific condition covered by this Customer Support Program is a cracked and/or sticky Dashboard
(Instrument Panel) as a result of heat, humidity, and light intensity over time, regardless of whether the
vehicle is out of warranty. It does not cover Dashboards that have suffered damage from abuse, accident,
theft, vandalism, misuse, alteration, lack of proper maintenance, fire, or water contamination, or any vehicles
that are currently or previously titled as “scrap,” salvage,” or “dismantled.” If the condition occurs and is
verified, the Dashboard (Instrument Panel) will be replaced with a new one under the terms of this Customer
Support Program. This Customer Support Program does not extend or revive the vehicle’s original “New
Vehicle Limited Warranty” or any other warranty.
•
•
This Customer Support Program will be offered for all covered vehicles until November 26, 2020,
regardless of mileage.
In addition, the Customer Support Program will be available for 10 years from the vehicle’s date of first
use, regardless of mileage.
This Customer Support Program covers work performed at an authorized Toyota dealer only.
Q5:
A5:
Which part is covered by this Customer Support Program?
The specific part covered by this Customer Support Program is the Dashboard (Instrument Panel).
Q6:
A6:
What should an owner do if experiencing this condition?
If an owner thinks that he/she has experienced the condition described in this Customer Support Program,
an authorized Toyota dealership should be contacted for appropriate diagnosis and repair. If the condition is
verified as being in accordance with the terms of the program, the repair will be performed at NO CHARGE.
Q6a:
A6a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be
responsible for the initial diagnostic fees and any other repairs you may decide to have performed.
Any authorized Toyota dealership can determine if a condition is covered by this Customer Support
Program.
Q7:
A7:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described above.
If an owner has not experienced the condition, he/she is asked to keep, or apply the notification label from
the Owner Letter to their vehicle’s Owners Manual.
Q8:
A8:
How long will the repair take?
The repair takes approximately three hours. However, depending upon the dealer’s work schedule, it may
be necessary to make the vehicle available for a longer period.
Q9:
A9:
What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
Q10:
A10:
How does Toyota obtain my mailing information?
Toyota uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to
receive registration or title information, based upon the DMV records. Please make sure your registration or
title information is correct.
Q11:
A11:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at 1888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION – ZJA
[VIN]
E
Dear Toyota Owner:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to
ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support Program that has
been initiated for your vehicle.
PL
Toyota has received reports indicating that a combination of high humidity, high temperatures, and light intensity
may cause the surface of the Dashboard (Instrument Panel) in some vehicles to become cracked and/or sticky over
time, particularly for vehicles that are out of warranty.
Customer Support Program Details
•
•
M
The specific condition covered by this Customer Support Program is a cracked and/or
sticky Dashboard (Instrument Panel) as a result of heat, humidity, and light intensity,
regardless of whether the vehicle is out of warranty. It does not cover Dashboards that
have suffered damage from abuse, accident, theft, vandalism, misuse, alteration, lack
of proper maintenance, fire, or water contamination. If the condition occurs with your
vehicle and is verified, the Dashboard (Instrument Panel) will be replaced with a new
one under the terms of this Customer Support Program.* This Customer Support
Program does not extend or revive the vehicle’s original “New Vehicle Limited
Warranty” or any other warranty. The timing of any repair under this voluntary
Customer Support Program is subject to parts availability.
The Customer Support Program will be offered for all vehicles until November 26,
2020 regardless of mileage.
In addition, the Customer Support Program will be available for 10 years from the
vehicle’s date of first use, regardless of mileage.
SA
Please note that this Customer Support Program covers work performed at an
authorized Toyota dealer only.
VIN#
Date of First Use
*Please see your Toyota dealer for additional details
Peel and Stick
Label onto Owner’s
Manual
What should you do?
Please keep, or apply the label above to your vehicle’s Owners Manual for future reference. If you have not
experienced the condition described above, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Toyota dealer and make
arrangements for diagnosis and, if applicable, repair.
If you would like to update your vehicle ownership or contact information, please go to www.Toyota.com/owners.
You will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
E
Customers with additional questions or concerns are asked to please contact the Toyota Customer Experience
Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, and ownership information to the following address for reimbursement consideration:
PL
Toyota Customer Experience Center - TSR
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any
inconvenience this condition may have caused you.
Sincerely,
M
Thank you for driving a Toyota.
SA
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
ZJA
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and value.
As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of this Customer
Support Program.
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. Please note that this Program does not cover Dashboards that have suffered
damage from abuse, accident, theft, vandalism, misuse, alteration, lack of proper maintenance, fire, or water
contamination, or any vehicles that are currently or previously titled as “scrap,” salvage,” or “dismantled.” If
you have not experienced this condition, please keep, or apply the label above to your vehicle’s
Owners Manual for future reference.
Q3:
A3:
What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.
Q3a:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be
responsible for the initial diagnostic fees and any other repairs you may decide to have performed.
Any authorized Toyota Dealership can determine if a condition is covered by this Customer Support
Program.
M
A3a:
PL
E
Q1:
A1:
How long will the repair take?
If the condition is present on your vehicle, the repair takes approximately three hours. However, depending
upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period.
Q5:
A5:
Which part is covered by this Customer Support Program?
The specific part covered by this Customer Support Program is the Dashboard (Instrument Panel).
The timing of any repair under this voluntary Customer Service Program is subject to parts availability.
Q6:
A6:
Is the Customer Support Program available to a new owner if I sell my vehicle?
Yes, this Customer Support Program is available to subsequent vehicle owners for the condition and terms
specified in the notification letter.
Q7:
A7:
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center at 1888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central Time.
SA
Q4:
A4:
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TSB/Document ID: ZJA-Dealer Packa
Replacement Service Bulletin Number:
MFR Communication Date: 2018-06-22
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: AIR BAGS
MFR Component System:
MFR Component Subsystem:
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