◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
June 19, 2019

•
•
•

TOPIC
Information about a proposed class action settlement has been added.
Toyota has expanded the covered vehicle population.
Toyota has extended the coverage period by one additional year.

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.

© 2019 Toyota Motor Sales, USA

Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000

Original Publication Date: August 3, 2017
To:

All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

Subject:

Customer Support Program ZH4
Certain 2011 – 2018 Model Year Sienna Vehicles
Coverage for the Sliding Door Front Lock Assemblies

In our continuing efforts to ensure the best in customer satisfaction, and pursuant to a class action settlement,
Toyota is announcing a Customer Support Program to extend the warranty coverage for the sliding door front lock
assemblies on certain 2011 – 2018 model year Sienna vehicles.
Customer Support Program ZH4 is now one element of a class action settlement. Refer to Customer Confidence
Program ZKI for information on the class action settlement and its other elements.
Pursuant to the settlement, Toyota has expanded the covered vehicle population of Customer Support Program ZH4
to cover approximately 281,900 additional certain 2011 – 2018 model year Sienna vehicles.
Additionally, pursuant to the settlement, the coverage period of Customer Support Program ZH4 has been extended
by one additional year. Customer Support Program ZH4 is now applicable for ten years from the Subject Vehicle’s
date of first use, regardless of mileage.
Background
Toyota has received a number of reports regarding sliding door front lock assemblies on certain 2011 – 2018 model
year Sienna vehicles. In these reports, during the closing operation of the left and/or right side sliding door, the door
would not completely close and latch due to corrosion on the latch lever pin of the door’s front lock assembly.
Although the sliding door front lock assemblies are covered by Toyota’s New Vehicle Limited Warranty for 3 years or
36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Toyota is now
extending the warranty coverage for repairs related to when, during the closing operation of the left and/or right side
sliding door, the door would not completely close and latch due to corrosion on the latch lever pin of the door’s front
lock assembly.
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.

© 2017 Toyota Motor North America

C u s t o m e r S u p p o r t P r o g r a m Z H 4 - D - P a g e |2

Customer Support Program Details
This Customer Support Program provides additional warranty coverage to the vehicle’s sliding door front lock
assemblies beyond the vehicle’s original “New Vehicle Limited Warranty”. The specific condition covered by this
Customer Support Program is that, during the closing operation of the left and/or right side sliding door, the door
does not completely close and latch due to corrosion on the latch lever pin of the door’s front lock assembly. This
Customer Support Program also covers repairs that are related to internal functional concerns of the sliding door
front lock assembly that impede the closing and/or opening operation of the sliding door in manual and/or power
mode. If the condition is verified, the affected sliding door front lock assembly(s) will be replaced with a new one
under the terms of this Customer Support Program.
•

Pursuant to the settlement, the coverage period of this Customer Support Program has been extended by one
additional year. Customer Support Program ZH4 is now applicable for 10 years from the Subject Vehicle’s
date of first use, regardless of mileage.

This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set
forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse,
an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this Customer Support Program.

Covered Vehicles
There are now approximately 1,019,000 vehicles covered by this Customer Support Program. Approximately 4,000
vehicles covered by this Customer Support Program were distributed to Puerto Rico.
Category
A (Original ZH4
UIO)
B (Expanded
ZH4 UIO)

Model

Model Year

Production Period

Approximate UIO

Sienna

2011 - 2016

Early January 2010 – Early February 2016

737,100

Sienna

2011 – 2018

Early February 2010 – Mid-August 2018

281,900

A: Original covered vehicle population of Customer Support Program ZH4.
B: Covered vehicle population that was added to Customer Support Program ZH4 on June 19, 2019 pursuant to the
class action settlement.
Owner/Lessee Letter Mailing
Toyota notified owners of certain 2011 – 2016 model year Sienna vehicles originally applicable to Customer Support
Program ZH4 at the original announcement timing in August 2017 and notifications were mailed over several
months. A sample of that owner notification letter has been included for your reference. Owners and lessees of
those vehicles will now be re-notified to advise them about the additional one year of coverage added to Customer
Support Program ZH4 and to also advise them of other elements of the class action settlement that are applicable to
their vehicle.
Toyota will also issue owner/lessee notifications to owners/lessee of the approximately 281,900 additional certain
2011 – 2018 model year Sienna vehicles, that have been added to Customer Support Program ZH4 pursuant to the
class action settlement, advising them about Customer Support Program ZH4 and of the other elements of the class
action settlement that are applicable to their vehicle.
Different versions of the notification letter, will be sent to each subject vehicle depending upon which other programs
are applicable to the vehicle. Refer to the Covered Vehicles, Notification Schedule, and Customer Handling
Procedures section of Customer Confidence Program ZKI for additional information related to the owner notification
schedule of this program.
Diagnostic Fees
Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence Program ZKI on TIS
for the procedure related to diagnostic fees for this Customer Support Program.

© 2017 Toyota Motor North America

C u s t o m e r S u p p o r t P r o g r a m Z H 4 - D - P a g e |3

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)
Expert Technician (Any Specialty)
Master Technician
Master Diagnostic Technician

Always check which technicians can perform this 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 that 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-0244-17.
Note: If you are unsure if an internal function concern, which is impeding the closing and/or opening operation of the
sliding door in manual and/or power mode, is related to the sliding door front lock assembly, contact TAS for
diagnostic assistance.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this Customer Support Program are either required to be ordered in Campaign Part Order
Request (CPOR) on TIS, or have been placed on Manual Allocation Control (MAC) due to potential limited part
availability. Please check the CPOR/MAC 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 for past replacements;
dealers should not increase their stock of related repair parts. Dealers are requested to only order parts for vehicles
to which this Customer Support Program applies. DO NOT ORDER FOR STOCK. As always, if a customer
experiences a condition to which this Customer Support Program applies, dealers should conduct appropriate
diagnosis and order the applicable parts.
Refer to Warranty Policy Bulletin POL17-13 for additional parts ordering information.
All Warranty Policy Program 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.
Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over to the parts department until
appropriate disposition is determined. The parts department must retain these parts until notification via the Parts
Recovery System (PRS) is received indicating whether to ship or scrap the parts. These parts are utilized by various
departments for defect analysis, quality control analysis, product evaluation, as well as other purposes.
To help minimize dealer storage challenges, Toyota recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when
the campaign claim is paid by Toyota.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.

© 2017 Toyota Motor North America

C u s t o m e r S u p p o r t P r o g r a m Z H 4 - D - P a g e |4

Warranty Reimbursement Procedure
Refer to the Warranty Policy Bulletin No. POL17-13 for warranty claim processing instructions. All parts replaced for
this repair are subject to warranty part recovery. Note: If the customer requests a loaner vehicle, one may be
provided if the customer’s vehicle is expected to spend more than 4 hours at the dealership. Refer to Warranty
Policy Bulletin POL17-13 for instructions related to the rental reimbursement policy.
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.
Customer Reimbursement
Reimbursement consideration instructions will be provided in the owner letter.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message.
Refer to the Covered Vehicles, Notification Schedule, and Customer Handling Procedures section of Customer
Confidence Program ZKI for the procedure to handle media inquiries.
Customer Contacts
Customers who receive the owner/lessee letter may contact your dealership with questions regarding the letter
and/or the Customer Support Program. Refer to the Covered Vehicles, Notification Schedule, and Customer
Handling Procedures section of Customer Confidence Program ZKI for the procedure to handle customer inquiries.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2017 Toyota Motor North America

Customer Support Program ZH4
Certain 2011 – 2018 Model Year Sienna Vehicles
Coverage for the Sliding Door Front Lock Assemblies
Frequently Asked Questions
Original Publication Date: August 3, 2017

◄ IMPORTANT UPDATE ►
DATE
June 19, 2019

•
•
•

TOPIC
Information regarding a class action settlement has been added.
Toyota has expanded the covered vehicles population.
Toyota has extended the coverage period by one additional year.

The most recent updates will be highlighted with a red box.
Customer Support Program ZH4 is now also an element of a class action settlement. Refer to the Customer
Confidence Program ZKI communication for information on the coverage provided by the class action
settlement.
Pursuant to the settlement, Toyota has expanded the covered vehicle population of Customer Support
Program ZH4 to cover approximately 281,900 additional certain 2011 – 2018 model year Sienna vehicles.
Additionally, pursuant to the settlement, the coverage period of Customer Support Program ZH4 has been
extended by one additional year. Customer Support Program ZH4 is now applicable for ten years from the
Subject Vehicles’ date of first use regardless of mileage.
Q1:
A1:

What is the condition?
Toyota has received a number of reports regarding sliding door front lock assemblies on certain 2011 –
2018 model year Sienna vehicles. In these reports, during the closing operation of the left and/or right side
sliding door, the door would not completely close and latch due to corrosion on the latch lever pin of the
door’s front lock assembly.

FAQ Page 1 of 4
© 2017 Toyota Motor North America

Q2:
A2:

What is Toyota going to do?
Toyota notified owners of certain 2011 – 2016 model year Sienna vehicles originally applicable to Customer
Support Program ZH4 at the original announcement timing in August 2017 and notifications were mailed
over several months. A sample of that owner notification letter has been included for your reference. Owners
and lessees of those vehicles will now be re-notified about the additional one year of coverage added to
Customer Support Program ZH4 and to also advise them of other elements of the class action settlement
that are applicable to their vehicle.
Toyota will also issue owner/lessee notification letters to owners/lessee of the approximately 281,900
additional certain 2011 – 2018 model year Sienna vehicles, that have been added to Customer Support
Program ZH4 pursuant to the class action settlement, advising them about Customer Support Program ZH4
and of the other elements of the class action settlement that are applicable to their vehicle.
If the owner/lessee experiences a condition described in this Customer Support Program, he/she should
contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the affected sliding
door front lock assembly(s) will be replaced with a new one at NO CHARGE to the customer.

Q3:
A3:

Which and how many vehicles are covered by this Customer Support Program?
There are now approximately 1,019,000 vehicles covered by this Warranty Enhancement Program.

Category
A (Original ZH4
UIO)
B (Expanded
ZH4 UIO)

Model

Model Year

Production Period

Approximate UIO

Sienna

2011 - 2016

Early January 2010 – Early February 2016

737,100

Sienna

2011 – 2018

Early February 2010 – Mid-August 2018

281,900

A: Original covered vehicle population of Customer Support Program ZH4.
B: Covered vehicle population that was added to Customer Support ZH4 on June 19, 2019 pursuant to the
class action settlement.
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 2 of 4
© 2017 Toyota Motor North America

Q4:
A4:

What are the details of this coverage?
This Customer Support Program provides enhanced coverage to the vehicle’s “New Vehicle Limited
Warranty” as it applies to the sliding door front lock assemblies. If the condition is verified in one or both of
the sliding door front lock assemblies, the affected sliding door front lock assembly(s) will be replaced with a
new one under the terms of this Customer Support Program.
This Customer Support Program provides additional warranty coverage to the vehicle’s sliding door front
lock assemblies beyond the vehicle’s original “New Vehicle Limited Warranty”. The specific condition
covered by this Customer Support Program is that, during the closing operation of the left and/or right side
sliding door, the door does not completely close and latch due to corrosion on the latch lever pin of the
door’s front lock assembly. This Customer Support Program also covers repairs that are related to internal
functional concerns of the sliding door front lock assembly that impede the closing and/or opening
operation of the sliding door in manual and/or power mode. If the condition is verified, the affected sliding
door front lock assembly(s) will be replaced with a new one under the terms of this Customer Support
Program.
•

Pursuant to the settlement, the coverage period of this Customer Support Program has been extended
by one additional year. Customer Support Program ZH4 is now applicable for 10 years from the
Subject Vehicle’s date of first use, regardless of mileage.

This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the same terms and
conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example,
damage from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this
Customer Support Program.

Q5:
A5:

What should an owner/lessee do if experiencing this condition?
If an owner/lessee thinks that he/she has experienced the condition described in the Customer Support
Program, a local Toyota dealer should be contacted for appropriate diagnosis and repair. If the condition is
verified as being in accordance with the terms of the Customer Support Program, the repair will be
performed at NO CHARGE.
Q5a:
A5a:

What if the diagnosis is performed and the vehicle is not covered by the Customer Support
Program?
Please be aware that, if the condition is not covered, the owner/lessee may be responsible for the
initial diagnostic fees and any other repairs he/she may decide to have performed. Any authorized
Toyota Dealership can determine if a condition is covered by the Customer Support Program.
Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence
Program ZKI on TIS for additional details related to the diagnostics fees for this Customer Support
Program.