DISTRIBUTE TO:
 Service Manager
 Warranty Administrator

Customer Support
Program Bulletin

No.:
Date:
Page:

POL18-02
5/23/2018
1 of 4

REVISED 6/22/18

SUBJECT: CUSTOMER SUPPORT PROGRAM BULLETIN (ZJA):
REPAIR COVERAGE FOR THE DASHBOARD
(INSTRUMENT PANEL) ON CERTAIN 2010-2011 MY
CAMRY VEHICLES AND CERTAIN 2009-2011 MY CAMRY
HYBRID VEHICLES
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.
Applicability*
The Dashboard (Instrument Panel) is covered by Toyota’s New Vehicle Limited
Warranty for 3 years or 36,000 miles (whichever occurs 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 the
heat, humidity, and light intensity, regardless of whether the vehicle is out of
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 date of first use, regardless of mileage.
Direct marketing of this Customer Support Program is strictly prohibited pursuant
to the Toyota Warranty Policy 5.21, “Warranty Solicitation.” Non-compliance of
this policy may result in a claim debit.

*This Customer Support Program does not cover Dashboards that have suffered damage
from abuse, accident, theft, vandalism, misuse, alteration, lack of proper maintenance, fire,
water contamination or any vehicles that are currently or previously titled as “scrap,”
“salvage,” or “dismantled”.

Toyota Customer Support Program Bulletin

POL18-02
5/23/18
REVISED 6/22/18
2 of 4

Covered Vehicles
Not all vehicles are covered by this Customer Support Program. Verify VIN
applicability by checking TIS before completing any repairs.

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

Claims for repairs that were performed by non-qualified technicians are subject to
debit.

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.
Because of the difficulty of manufacturing and shipping the affected dashboards,
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.

Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.

Toyota Customer Support Program Bulletin

POL18-02
5/23/18
REVISED 6/22/18
3 of 4

Claim Submission
Claim Type: Repair Program
Note: If the vehicle is still under the New Vehicle Limited Warranty, submit the
repair as a Regular warranty claim.
Opcode

Color Code

Description

Labor Time

R&R Instrument Panel
Safety Pad
Sub-assembly

2.2 hr./vehicle

B0/B1/E0
B0/E0

LHG08C

B1/E0
B0/E0

Replacement Parts
All parts replaced for this repair are subject to warranty parts recovery. To
determine the applicable part number for a specific VIN, refer to the EPC.
Alternatively, the Inspection Application will also show an applicable part number
for a specific VIN as part of the inspection process.

Model
Camry

Part
Number

Color Code

55401-06091

B0
B1
E0
B0

Camry HV

Description

Quantity

Pad Sub-assy,
Instrument Panel,
Safety

1

55401-06171
E0

Technical Instructions (Repair Procedures)
Technical instructions can be found in T-SB-0039-15. Please refer to TIS for
additional information.

Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.

Toyota Customer Support Program Bulletin

POL18-02
5/23/18
REVISED 6/22/18
4 of 4

Customer-Paid Repairs or Replacement of Components
If a customer has previously paid for the repair to address the condition
described above, please have them mail a copy of the repair order, proof-ofpayment, and proof-of-ownership to the following address for reimbursement
consideration:
Toyota Customer Experience Center
Toyota Motor Sales, USA, Inc.
c/o Toyota Motor North America, Inc.
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
The customer name, address, and telephone number(s) should be included in
the request. The customer should allow 4-6 weeks for processing.

Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.