NHTSA ID Number: 10164863
Manufacturer Communication Number: ZKI_Dealer Packa
TSB/Document Date: 2019-09-16
Summary
Dealer Package: This Customer Confidence Program is a component of a class action settlement that includes 3 elements of coverage, including prospective coverage for repairs to certain sliding door parts but only those repairs that relate to internal functional concerns of those parts on certain 2011 - 2018 model year Sienna vehicles.
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: June 19, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER CONFIDENCE PROGRAM ZKI
Certain 2011 - 2018 Model Year Sienna Vehicles
Coverage for Internal Functional Concerns of Certain Sliding Door Parts
Model / Years
Sienna 2011 - 2018
Production Period
Early January 2010 – Mid-August 2018
Approximate Total Vehicles
1,019,000**
In our continuing efforts to ensure the best in customer satisfaction, and pursuant to a Sienna sliding door
class action settlement, Toyota is announcing a Customer Confidence Program. The following information is
provided to inform you and your staff of the program notification schedule and your degree of involvement.
Sienna Sliding Door Class Action Settlement
This Customer Confidence Program is a component of a class action settlement that includes 3 elements of
coverage, including prospective coverage for repairs to certain sliding door parts but only those repairs that
relate to internal functional concerns of those parts on certain 2011 – 2018 model year Sienna vehicles.
Direct Mail Notice to Members of the Class
The Court ordered that the 3rd Party Settlement Notice Administrator begin notifying class members,
including by direct mail notice (see sample images attached), commencing March 1, 2019, to inform current
and former Subject Vehicle owners and lessees of the settlement. The direct mail notice and other
components of the class notice were ongoing throughout March 2019. If you receive any questions regarding
this notice, or about the settlement, please refer them to the Settlement website and toll-free number:
Customers with questions regarding the class action settlement should refer to the Settlement website and
toll-free number:
•
www.ToyotaSiennaDoorSettlement.com
•
1-833-305-3915
If your dealership receives any inquiries from the media regarding this settlement, please direct them to the
Toyota Media Line at 1-469-292-5100.
© 2019 Toyota Motor Sales, USA
Customer Confidence Program ZKI - D - Page |2
Coverage Components of this Customer Confidence Program
Customer Confidence Program ZKI - D - Page |3
Element #1 - Repair Coverage for Certain Internal Functional Concerns of the Sliding Doors
This Customer Confidence Program provides coverage for repairs to the power sliding door cable subassembly*, the sliding door center hinge assembly, the sliding door front lock assembly, the power sliding
door rear lock assembly*, and the fuel filler door hinge and pin. Only repairs that are related to internal
functional concerns of these components that impede the closing and/or opening operations of the sliding
door in manual and/or power modes are covered by this Customer Confidence Program.
Toyota is offering this coverage in five individual Customer Support Programs.
Covered Component
Power Sliding Door Cable Sub-Assembly*
Sliding Door Center Hinge Assembly
Fuel Filler Door Hinge and Pin
Power Sliding Door Rear Lock Assembly*
Sliding Door Front Lock Assembly
Individual Toyota Customer Support Program
Customer Support Program ZKD
Customer Support Program ZKF
Customer Support Program ZKE
Customer Support Program ZH5
Customer Support Program ZH4
If a condition involving a covered component that is covered by the Customer Confidence Program (i.e., a
condition that is an internal functional concern of the covered component that impedes the closing and/or
opening operations of the sliding door in manual and/or power modes) is verified, the dealer will replace
the affected covered component with an improved component under the terms of this Customer
Confidence Program.
*: These programs/components are only applicable to Subject Vehicles equipped with power sliding doors
because manual sliding doors are not equipped with these components.
•
This coverage will be offered to all subject vehicles for 10 years from the vehicle’s date of first use
regardless of mileage.
This coverage is for 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.
Expansion of the UIO and the Coverage of Customer Support Programs ZH4 and ZH5
• Customer Support Programs ZH4 and ZH5 have been expanded to include additional Sienna vehicles.
• Customer Support Programs ZH4 and ZH5, which were originally applicable for nine years from the Subject
Vehicles’ date of first use regardless of mileage, will be extended by one additional year regardless of
mileage.
• Refer to Customer Support Program ZH4 and Customer Support Program ZH5 for additional information.
© 2019 Toyota Motor Sales, USA
Customer Confidence Program ZKI - D - Page |4
Element #2 – Sienna Sliding Door Functional Inspection
Customers whose vehicles are eligible for this Sienna Sliding Door Functional Inspection that have a concern
about their vehicle’s sliding doors may bring their vehicle to a Toyota dealer and request the Toyota dealer to
inspect the sliding doors. The Sienna Sliding Door Functional Inspection should only be performed upon
customer request. If the customer requests a Toyota dealer to perform the Sienna Sliding Door Functional
Inspection, the Toyota Dealer will follow the procedure in T-SB-0069-19 to inspect each of the components
covered by Customer Support Programs (ZKD/ZKE/ZKF/ZH4/ZH5) for the conditions covered by those
programs. If a covered condition is identified during the inspection, the dealer should replace the covered
component under warranty, or perform the corresponding Customer Support Program if the vehicle is out-ofwarranty and still eligible for the Customer Support Program.
Refer to the Sienna Sliding Door Functional Inspection (ZKJ) Dealer Letter on TIS for additional information.
Element #3 - 1-Year Extension of Replacement Parts Warranty for the Remedy Parts of Safety Recall G04
The remedy parts for Safety Recall G04 are already subject to a one-year replacement part warranty under the
terms of Warranty Policy 4.8.
Under the terms of this Customer Confidence Program ZKI, this one-year replacement part warranty will be
extended an additional one year – for a total of two years – from the date that Safety Recall G04 was or is
performed. If Safety Recall G04 was performed more than one year prior to June 10, 2019, then this Customer
Confidence Program will provide an additional one year of coverage from June 10, 2019 (i.e. the coverage will
be available until June 11, 2020).
Note: Only vehicles involved in Safety Recall G04 (approximately 744,400 vehicles) are covered by this element
of the Customer Confidence Program.
Customer Confidence Program ZKI - D - Page |5
Diagnostic Fees for Customer Support Programs
Diagnostic Fees for Customer Support Programs
Per Toyota’s usual policy for Customer Support Programs, if the vehicle’s condition is not covered by the
relevant Customer Support Program (ZKD/ZKE/ZKE/ZH4/ZH5), the owner may be responsible for the initial
diagnostic fees and any other repairs they may decide to have performed.
Customers whose vehicles are eligible for the Sienna Sliding Door Functional Inspection that have a concern
about their vehicle’s sliding doors may bring their vehicle to a Toyota dealer and request the Toyota dealer to
inspect the sliding doors. The Sienna Sliding Door Functional Inspection should only be performed upon
customer request.
Covered Vehicles, Notification Schedule, and Customer Handling Procedures
Covered Vehicles
There are approximately 1,019,000** vehicles involved in this Customer Confidence Program. Approximately
4,000 vehicles involved in this Customer Confidence Program were distributed to Puerto Rico.
**Total UIO covered for each element of this Customer Confidence Program varies, refer to the Dealer Letter
of each Customer Support Program for additional details.
Owner/Lessee Letter Mailing Date
Toyota will start notifying owners/lessees involved in this Customer Confidence Program in July 2019 and
letters will be sent over several months. Each vehicle will receive one of the owner letter versions below based
upon on the coverage provided for the specific vehicle.
Owner Letter
Version
Sample A
Sample B
Sliding
Door
Type
Manual
Sample C
Sample C1
Sample D
Sample D1
Power
Sample E
Sample E1
Sample F
All Applicable Programs
ZH4
ZH5
ZKD
Owner Was
Previously
Involved in
ZH4
Owner Was
Previously
Involved in
ZH5
Owner is Involved in Safety Recall
G04
ZKE
ZKF
✔
✔
✔
Yes
No
No
✔
✔
✔
No
No
No
✔
✔
✔
✔
✔
Yes
Yes
✔
✔
✔
✔
✔
Yes
No
✔
✔
✔
✔
✔
No
No
✔
✔
✔
✔
✔
No
No
G04 Completed
G04 Not Completed
Yes
G04 Completed
G04 Not Completed
G04 Completed
G04 Not Completed
No
Customer Contacts
Customers with questions regarding the class action settlement and/or its terms should refer to the
Settlement website and toll-free number:
•
www.ToyotaSiennaDoorSettlement.com
•
1-833-305-3915
© 2019 Toyota Motor Sales, USA
Customer Confidence Program ZKI - D - Page |6
Media Contacts
If your dealership receives any inquiries from the media regarding this proposed settlement and or its
components, please direct them to the Toyota Media Line at 1-469-292-5100.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner/lessee letter.
Warranty Reimbursement Procedures
Warranty Reimbursement Procedures
There are no warranty claim filing procedures for this Customer Confidence Program (ZKI). This Customer
Confidence Program will always show “Potentially Eligible” on TIS as shown below. Each VIN involved in this
Customer Confidence Program may be confirmed in TIS to determine which Customer Support Programs
(Element #1) are applicable to the VIN, and the status of the Sienna Sliding Door Functional Inspection
(Element #2).
Refer to each Customer Support Program documents on TIS for warranty claim filing instructions applicable
to each program. Refer to the Sienna Sliding Door Functional Inspection (ZKJ) Dealer Letter on TIS for warranty
claim filing instructions applicable to that program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
A
CERTAIN 2011 – 2018 SIENNA
CUSTOMER CONFIDENCE PROGRAM NOTIFICATION - ZKI
[VIN]
Dear Toyota Owner:
PL
E
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, and pursuant to a class action settlement, Toyota would like to advise
you of a Customer Confidence Program that has been initiated for your vehicle. This Customer Confidence
Program is a component of a Sienna sliding door class action settlement and offers various types of coverage,
which for ease of reference we have organized into two “elements” as set forth in this letter.
If you have questions regarding the class action settlement, please refer to the Settlement website and tollfree number:
www.ToyotaSiennaDoorSettlement.com
1-833-305-3915
SA
M
•
•
Element #1 - Repair Coverage for Certain Internal Functional Concerns of the Sliding Doors
This Customer Confidence Program provides coverage for repairs to the sliding door center hinge assembly,
the sliding door front lock assembly, and the fuel filler door hinge and pin. Only repairs that are related to
internal functional concerns of these components that impede the closing and/or opening operations of
the sliding door in manual and/or power modes are covered by this Customer Confidence Program.
Toyota is offering this coverage in three Customer Support Programs.
Individual Toyota Customer Support Program
Customer Support Program ZKF
Customer Support Program ZH4*
Customer Support Program ZKE
A
Covered Component
Sliding Door Center Hinge Assembly
Sliding Door Front Lock Assembly
Fuel Filler Door Hinge and Pin
This coverage will be offered to all subject vehicles for 10 years from the vehicle’s date of first use,
regardless of mileage.
VIN
Date of First Use
PL
•
E
If a condition involving a covered component that is covered by the Customer Confidence Program (i.e., a
condition that is an internal functional concern of the covered component that impedes the closing and/or
opening operations of the sliding door in manual and/or power modes) is verified, the dealer will replace
the affected covered component with an improved component under the terms of this Customer
Confidence Program.
This coverage is for 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.
What should you do?
SA
M
If you have not experienced the condition in any of the covered components, there is no action necessary at
this time. Please retain a copy of this notification for your records.
If you have experienced the condition in one or more of the covered components, please contact any
authorized Toyota dealer and make arrangements for diagnosis and, if applicable, repair.
This chart provides approximate repair times for each of the covered components. However, depending upon
a Toyota dealer’s work schedule, it may be necessary to make the vehicle available for a longer period:
Covered Component
Sliding Door Center
Hinge Assembly
Sliding Door Front
Lock Assembly
Fuel Door Pin and
Hinge
Approximate Repair Time
Approximately one hour.
Approximately forty-five minutes to one and a half hours depending upon if one
or both sliding doors require replacement of the sliding door front lock assembly.
The repair may take up to approximately 2 business days due to the necessity of
painting the replacement fuel filler door to match the vehicle exterior.
*: Customer Support Program ZH4 of this Customer Confidence Program replaces Toyota’s Warranty
Enhancement Program ZH4 which your vehicle was previously involved in. Please discard any notifications
related to Warranty Enhancement Program ZH4 that you have received from Toyota.
SA
M
E
PL
A
Element #2 - Sienna Sliding Door Functional Inspection
If you have a concern with your vehicle’s sliding doors, you may bring your vehicle to a Toyota dealer and
request the Toyota dealer to inspect the sliding doors. The Toyota dealer will inspect the sliding door
components covered by Element #1 for the condition covered by Element #1 of this Customer Confidence
Program.
ONE inspection will be provided FREE OF CHARGE until June 11, 2020.
SA
M
PL
E
A
Note that you may be responsible for the cost of the repairs that are deemed necessary as a result of the
inspection if those repairs are not covered by a Toyota Warranty or a Toyota Customer Support Program and
you choose to have those repairs performed. You may also be responsible for the cost of any additional
diagnostics you choose to have performed beyond the specific diagnostics which are covered by the Sienna
Sliding Door Functional Inspection.
What if you have other questions?
For details about this Customer Confidence Program and/or the settlement, please visit the settlement
website and/or call the toll-free number:
• www.ToyotaSiennaDoorSettlement.com
• 1-833-305-3915
A
You can also write to the Settlement Notice Administrator at:
Simerlein, et al., v. Toyota Motor Corporation, et al., (D. Conn.)
c/o Settlement Notice Administrator
PO Box 230
Philadelphia, PA 19105-0230
E
If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
PL
What if you have previously paid for repairs to your vehicle for any of the conditions described above?
For information about submitting a claim for previously paid out-of-pocket expenses, please visit the
settlement website and/or call the toll-free number:
• www.ToyotaSiennaDoorSettlement.com
• 1-833-305-3915
SA
M
You can also write to the Settlement Notice Administrator at:
Simerlein, et al., v. Toyota Motor Corporation, et al., (D. Conn.)
c/o Settlement Notice Administrator
PO Box 230
Philadelphia, PA 19105-0230
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
CUSTOMER CONFIDENCE PROGRAM
FREQUENTLY ASKED QUESTIONS
Is this a recall?
No. This Customer Confidence Program 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, and pursuant to a class action settlement, Toyota is advising you of this Customer
Confidence Program.
Q2:
If my vehicle’s sliding doors do not have the condition covered by Element #1 of this Customer
Confidence Program, 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. If you have not experienced a condition covered by this Customer Confidence
Program, please retain a copy of the notification for your records.
A3:
Q4:
What should I do if my vehicle’s sliding doors have the condition covered by Element #1 of Customer
Confidence Program?
If you are experiencing a condition covered by Element #1 of this Customer Confidence Program,
please contact any authorized Toyota dealer and make arrangements for diagnosis and, if applicable,
repair. If the condition is verified as being in accordance with the terms of the Customer Confidence
Program, the repair will be performed FREE OF CHARGE to you.
What if the diagnosis is performed and my vehicle is not covered by the Customer Confidence
Program?
Please be aware that, if the condition is not covered by this Customer Confidence 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 Confidence
Program.
SA
M
A4:
E
Q3:
PL
A2:
A
Q1:
A1:
Q5:
A5:
Q6:
A6:
If my vehicle’s sliding doors are not exhibiting any concerns, may I still visit a dealer to have the FREE
Sienna Sliding Door Functional Inspection performed?
You may have Element #2, the Sienna Sliding Door Functional Inspection performed on your vehicle
even if your if your vehicle’s sliding doors are not exhibiting a concern.
Which part(s) are covered by Element #1 of this Customer Confidence Program?
The sliding door center hinge assembly, the sliding door front lock assembly, and the fuel filler door
hinge and pin.
What is the condition covered by Element #1 of this Customer Confidence Program?
The condition covered by this Customer Confidence Program is an internal functional concern of the
covered component(s) that impedes the closing and/or opening operations of the sliding door in
manual and/or power modes.
Q8:
A8:
Is the Customer Confidence Program coverage transferable if I sell my vehicle?
Yes, this Customer Confidence Program coverage is fully transferrable to subsequent vehicle owners
for the condition and terms specified in the notification letter.
SA
M
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TSB/Document ID: ZKI_Dealer Packa
Replacement Service Bulletin Number:
MFR Communication Date: 2019-08-01
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: STRUCTURE:BODY:DOOR
MFR Component System:
MFR Component Subsystem:
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