NHTSA ID Number: 10152219
Manufacturer Communication Number: G0Y Dealer Packa
TSB/Document Date: 2018-12-17
Summary
Dealer Package: Toyota
has received reports that certain 2006 through 2008 Model Year RAV4 vehicles (equipped with a V6 (2GR) engine) operated in specific cold climate areas where high amounts of road salt are used (?Cold Climate States?) may exhibit more-than-normal corrosion to the vehicle?s Center No.2 Exhaust Pipe sub-assembly (muffler). Toyota investigated these reports and determined that this condition may lead to rust perforation in the muffler. This condition is unrelated to and separate from normal surface rust which is commonly found on metallic surfaces after some years of use and/or exposure to the environment.
TOYOTA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
Published January 19, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Special Service Campaign G0Y – Remedy Notice
Certain 2006 – 2008 Model Year RAV4
Center No.2 Exhaust Pipe Sub-Assembly (Muffler)
Condition
Toyota has received reports that certain 2006 through 2008 Model Year RAV4 vehicles (equipped with a V6 (2GR)
engine) operated in specific cold climate areas where high amounts of road salt are used (“Cold Climate States”) may
exhibit more-than-normal corrosion to the vehicle’s Center No.2 Exhaust Pipe sub-assembly (muffler). Toyota
investigated these reports and determined that this condition may lead to rust perforation in the muffler. This condition
is unrelated to and separate from normal surface rust which is commonly found on metallic surfaces after some years
of use and/or exposure to the environment.
The following states and the District of Columbia are covered by this campaign and will be known as the “Cold Climate
States” under this campaign. CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
Remedy
Any authorized Toyota dealer will inspect the condition of the covered vehicle’s muffler. Depending upon the results
of the inspection, Toyota will perform one of the following remedies at NO CHARGE to the owner.
•
•
If it is determined that there is no rust perforation in the vehicle’s muffler, the dealer will install an Insulator Cover
over the muffler.
If it is determined that there is rust perforation in the vehicle’s muffler, the dealer will replace the muffler with a
newly designed one.
Covered Vehicles
There are approximately 37,300 specific 2006 through 2008 Model Year RAV4 vehicles registered in the Cold Climate
States that are covered under this Special Service Campaign.
Model Name
Model Year
Production Period
RAV4
2006 – 2008
Mid-December 2005 – Late January 2008
Owner Letter Mailing Date
Toyota will begin to notify owners in February 2017. 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.
© 2017 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n G 0 Y - D - P a g e |2
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction Toyota requests that dealers conduct this Special Service Campaign remedy on any
new or 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 designated, sold, or
delivered as a TCUV until the Safety Recall has been completed on that vehicle.
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 (Chassis)
Expert Technician (Chassis)
Master Technician
Master Diagnostic Technician
Always check which technicians can perform the recall remedy 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.
Campaign Special Service Tools
These tools are provided to the dealership at the launch of the campaign.
Exhaust Flange Holding Tool (Color: Silver)
Hook (Color: Silver)
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.
© 2017 Toyota Motor Sales, USA
S p e c i a l S e r v i c e C a m p a i g n G 0 Y - D - P a g e |3
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.
All Safety Recall, Service Campaign (SSC/LSC) 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.
If it is determined that there is NO rust perforation in the vehicle’s muffler, the following parts will be needed:
Part Number
Description
Quantity
04002-37131
Insulator Kit, Exhaust Pipe*
1
*The kit above includes the following parts:
Part Number
17055-31010
17056-31010
94151-80800
Part Description
Insulator Sub-Assy, Exhaust Pipe, No. 1 (Upper)
Insulator Sub-Assy, Exhaust Pipe, No.2 (Lower)
Nut, Flange
Quantity
1
1
4
If it is determined that there is rust perforation in the vehicle’s muffler, the following parts will be needed:
Part Number
Part Description
Quantity
04002-32131
Pipe Sub-Assy, Exhaust, CTR No. 2 (Muffler)
1
04002-37128
Repair Kit, Exhaust Pipe Exchange*
1
*The kit above includes the following parts:
Part Number
17451-28040
17451-31012
90901-05020
90901-05026
90501-35037
90501-35035
Part Description
Gasket, Exhaust Pipe (for Front Side)
Gasket, Exhaust Pipe (for Rear Side)
Bolt (for Front Side)
Bolt (for Rear Side)
Spring, Compression (for Front Side)
Spring, Compression (for Rear Side)
Quantity
1
1
2
2
2
2
Warranty Reimbursement Procedure
Verify Vehicle Eligibility
1. Check the VIN range.
2. Check the TIS Vehicle Inquiry
System.
No further action required.
Not Covered
Covered
Inspect the Muffler-Assembly for Holes
Holes
are
present
Replace the Muffler Assembly
No holes present
Install a NEW Exhaust Pipe Insulator
Sub-Assembly
Campaign complete, return the vehicle
to the customer.
Opcode
2612JA
2612JB
•
Description
Inspect and replace exhaust pipe sub-assembly
Inspect and install exhaust pipe insulator
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
© 2017 Toyota Motor Sales, USA
Flat Rate Hours
1.0
0.9
S p e c i a l S e r v i c e C a m p a i g n G 0 Y - D - P a g e |4
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 associates.
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Special Service Campaign. 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.
Campaign Designation Decoder
E
0
Year Campaign is Launched Repair Phase
8 = 2008
9 = 2009
A = 2010
B = 2011
C = 2012
D = 2013
E = 2014
F = 2015
Etc...
0 = Remedy
1 = Interim (Remedy
not yet available) “1”
will change to “0” when
the Remedy is
available
A
Current Campaign Letter
for this year
1st Campaign = A
2nd Campaign = B
3rd Campaign = C
4th Campaign = D
5th Campaign = E
6th Campaign = F
7th Campaign = G
8th Campaign = H
9th Campaign = I
Etc...
Examples:
A0D = Launched in 2010, Remedy Phase, 4th Campaign Launched in 2010
C1B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
E0A = Launched in 2014, Remedy Phase, 1st Campaign Launched in 2013
Please review this entire package with your Service and Parts staff to familiarize them with the proper stepby-step procedures required to implement this Special Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor Sales, USA
Special Service Campaign G0Y – Remedy Notice
Certain 2006 – 2008 Model Year RAV4
Center No.2 Exhaust Pipe Sub-Assembly (Muffler)
Frequently Asked Questions
Published January 19, 2017
Q1:
A1:
What is the condition?
Toyota has received reports that certain 2006 through 2008 Model Year RAV4 vehicles (equipped with a V6
(2GR) engine) operated in specific cold climate areas where high amounts of road salt are used (“Cold
Climate States”) may exhibit more-than-normal corrosion to the vehicle’s Center No.2 Exhaust Pipe subassembly (muffler). Toyota investigated these reports and determined that this condition may lead to rust
perforation in the muffler. This condition is unrelated to and separate from normal surface rust which is
commonly found on metallic surfaces after some years of use and/or exposure to the environment.
Q1a:
A1a:
What are the “Cold Climate States” covered by this campaign?
The following states and the District of Columbia are covered by this campaign and will be known
as the “Cold Climate States” under this campaign. CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH,
NJ, NY, OH, PA, RI, VA, VT, WI, and WV.
Q1b:
A1b
Why are some states contiguous to the Cold Climate States not included?
Only portions of the listed states may exhibit the severe cold climate conditions where high amounts
of road salts are used. To simplify the administration of this campaign and avoid confusion, Toyota
has elected to include the entire state rather than a portion.
Q2:
A2:
What is the cause of this condition?
Exposure to severe cold climate conditions where high amounts of road salt are used is the primary
contributor to this condition of greater than expected levels of corrosion on the muffler. This condition is
unrelated to and separate from normal surface rust, which is commonly found on metallic surfaces after
some years of usage and/or exposure to the environment.
Q3:
A3:
Are there any symptoms that the muffler may be perforated by rust?
Yes, owners may notice excessive noise from the mid-to-rear of the vehicle during operation. The increased
noise may be most noticeable during acceleration.
Q4:
A4:
What is Toyota going to do?
Owners of the vehicles covered by this Special Service Campaign (SSC) will receive an owner notification
letter by first class mail starting in February 2017. Any authorized Toyota dealer will inspect the condition of
the covered vehicle’s muffler. Depending upon the results of the inspection, Toyota will perform one of the
following remedies at NO CHARGE to the owner.
•
•
If it is determined that there is no rust perforation in the vehicle’s muffler, the dealer will install an
Insulator Cover over the muffler.
If it is determined that there is rust perforation in the vehicle’s muffler, the dealer will replace the muffler
with a newly designed one.
Q4a:
A4a:
What is the purpose of the insulator cover?
The insulator cover is designed to protect the muffler from water spray, reducing the potential for rust
perforation in the muffler.
Q4b.
A4b.
In the cases where the muffler will be replaced, why will the insulator cover not be installed?
The newly designed muffler is constructed utilizing a different design and material. Therefore, the
insulator cover is not needed on the newly designed muffler.
Page 1 of 2
© 2017 Toyota Motor Sales, USA
Q5:
A5:
What if the vehicle is equipped with an aftermarket muffler?
This SSC is limited to vehicles that are equipped with a Toyota Genuine Muffler and are currently registered
in the Cold Climate States. However, if the vehicle’s muffler was replaced with an aftermarket muffler to
address this condition, the owner should refer to his/her owner letter for instructions regarding
reimbursement consideration.
Q6:
A6:
Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 37,300 specific 2006 through 2008 Model Year RAV4 vehicles registered in the
Cold Climate States that are covered under this Special Service Campaign.
Model Name
Model Year
Production Period
RAV4
2006 – 2008
Mid-December 2005 – Late January 2008
Q6a:
A6a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign?
No, this condition only affects certain 2006 through 2008 Model Year RAV4 vehicles operated in cold
climates areas where high amounts of road salt(s) are used (Cold Climate States).
Q6b:
Why are certain 2006 through 2008 Model Year RAV4 vehicles not covered by this Special
Service Campaign?
Only certain 2006 through 2008 Model Year RAV4 vehicles equipped with a V6 (2GR) engine are
covered by this Special Service Campaign. The mufflers on vehicles not covered by this campaign
are of a different design and are not affected by this campaign.
A6b:
Q7:
A7:
Why is Toyota only offering this SSC to customers currently registered in the Cold Climate States?
Toyota is offering this campaign to owners whose vehicles are more likely to experience or have
experienced prolonged exposure to severe cold climate conditions where high amounts of road salt are
used.
Q8:
A8:
How long will the repair take?
The repair will take approximately 1½ hours. However, depending on the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.
Q9:
A9:
What if I previously paid for repairs related to this Special Service Campaign?
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.
Page 2 of 2
© 2017 Toyota Motor Sales, USA
Certain 2006 – 2008 Model Year RAV4
Center No.2 Exhaust Pipe Sub-Assembly (Muffler)
Special Service Campaign G0Y – Remedy Notice
[VIN]
Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to
provide superior customer satisfaction, Toyota is announcing a Special Service Campaign, which includes your
vehicle.
E
You received this notice because our records, which are based primarily on state registration and title data, indicate
that you are the current owner.
PL
What is the condition?
Toyota has received reports that certain 2006 through 2008 Model Year RAV4 vehicles (equipped with a V6 (2GR)
engine) operated in specific cold climate areas where high amounts of road salt are used (“Cold Climate States”) may
exhibit more-than-normal corrosion to the vehicle’s Center No.2 Exhaust Pipe sub-assembly (muffler). Toyota
investigated these reports and determined that this condition may lead to rust perforation in the muffler. This condition
is unrelated to and separate from normal surface rust which is commonly found on metallic surfaces after some years
of use and/or exposure to the environment.
The following states and the District of Columbia are covered by this campaign and will be known as the “Cold Climate
States” under this campaign. CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and WV.
What will Toyota do?
Any authorized Toyota dealer will inspect the condition of the covered vehicle’s muffler. Depending upon the results
of the inspection, Toyota will perform one of the following remedies at NO CHARGE to you.
•
If it is determined that there is no rust perforation in the vehicle’s muffler, the dealer will install an Insulator Cover
over the muffler.
If it is determined that there is rust perforation in the vehicle’s muffler, the dealer will replace the muffler with a
newly designed one.
M
•
What should you do?
Before you are inconvenienced by this condition, any authorized Toyota dealer will perform the inspection and
repair at NO CHARGE to you.
SA
Please contact your authorized Toyota dealer to make an appointment to have the inspection and repair The
remedy will take approximately one and a half hours. However, depending on the dealer’s work schedule, it
may be necessary to make your vehicle available for a longer period of time.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repair to your vehicle for this specific condition prior to receiving this letter, please mail
a copy of your repair order, proof-of-payment and ownership information to the following address for reimbursement
consideration:
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
What if you have other questions?
•
•
Your local Toyota dealer will be more than happy to answer any of your questions.
If you require further assistance, you may contact the Toyota Customer Experience Center at 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 would like to update your vehicle ownership or contact information, you may do so by registering at
www.toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
Thank you for driving a Toyota.
Sincerely,
SA
M
PL
TOYOTA MOTOR SALES, U.S.A., INC.
E
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.
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