NHTSA ID Number: 10164888
Manufacturer Communication Number: ZKG_Dealer Packa
TSB/Document Date: 2019-09-16
Summary
Dealer Package: Phase 1 - Customer Notification Phase Repair Not Yet Available. Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels. Although the original factory paint is 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 providing coverage for repairs related to the condition described above. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: August 9, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM ZKG
Phase 1 - Customer Notification Phase
Repair Not Yet Available
Multiple Models and Model Years
Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color
Coverage for Peeling of Factory-Applied Paint
Model / Years
2008 – 2015
2008 – 2017
2013 – 2017
2008 – 2017
2008 – 2017
2009 – 2019
2008 – 2017
2012 – 2014
2011 – 2015
2008 – 2015
4Runner
Avalon
Avalon Hybrid
Camry
Camry Hybrid
Corolla
RAV 4
RAV 4 EV
Scion iQ
Scion xB
Production Period
Late December 2007 - Late May 2015
Early January 2008 - Late May 2017
Late May 2012 - Late May 2017
Early January 2008 - Late February 2017
Early January 2008 - Late February 2017
Late November 2007 - Late September 2018
Early January 2008 - Early September 2017
Late July 2012 - Late August 2014
Late September 2010 - Late September 2014
Mid-January 2007 – Late December 2015
Approximate Total
Vehicles
73,860
86,560
13,800
555,700
47,430
580,700
332,400
1,110
3,170
44,210
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for peeling of certain colors of factory-applied paint.
Background
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl
or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied
during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels.
Although the original factory paint is 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
providing coverage for repairs related to the condition described above.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKG - D - Page |2
Customer Support Program Details
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard
Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the
adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer
causing the paint to peel from the metal body panel. If the condition is verified, the vehicle will receive a
repair* under the terms of this Customer Support Program.
*The repair is not available yet and the details of the repair under this program have not been finalized yet.
Please see below for additional details.
Covered Vehicles
There are approximately 1,738,940 vehicles covered by this Customer Support Program. There are
approximately 29,200 vehicles covered by this Customer Support Program that were distributed to Puerto
Rico.
Phased Launch Schedule
The repair for this Customer Support Program is not available yet. This Customer Support Program is being
administered in two phases.
Phase
1
2
Description
Customer Notification
Renotification and Repair
Availability
BEGINNING NOW
NOT AVAILABLE YET
BEGINNING NOW: In Phase 1, the currently active phase, Toyota is preparing the repair for this condition and
thus, the repair under this program is NOT AVAILABLE. During this phase, dealers should not do any repairs
for this condition under this program. Beginning in August 2019, Toyota will send an owner notification letter
to all owners informing them that their vehicle is covered under this Customer Support Program. During this
phase, owners who have paid for repairs for this condition can seek reimbursement consideration for
expenses incurred prior to September 26, 2019. A sample of this owner notification letter has been included
for your reference.
NOT AVAILABLE YET: Phase 2 will begin after Toyota finalizes the repair for this condition. At that time, Toyota
will update this Dealer Letter, launch the repair, and also begin issuing a second owner letter notifying owners
that repairs under this program are available. Letters will be sent over several months. At that time, if the
owner experiences the condition, they should contact their local authorized Toyota dealership for diagnosis.
If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance
with the terms of this Customer Support Program.
TIS / Service Lane - VIN Search Display
Until the repair for this Customer Support Program is available, a VIN search for this Customer Support
Program will appear in TIS / Service Lane as follows:
A
A: Repair is not yet available
Customer Support Program ZKG - D - Page |3
Customer Handling Procedures
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.
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 Tania Saldana (859) 815-9968 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.
Warranty Reimbursement Procedures
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKG - D - Page |3
Customer Handling Procedures
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.
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 Tania Saldana (859) 815-9968 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.
Warranty Reimbursement Procedures
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM ZKG
Phase 1 – Customer Notification Phase
Repair Not Yet Available
Multiple Models and Model Years
Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color
Coverage for Peeling of Factory-Applied Paint
Frequently Asked Questions
Original Publication Date: August 9, 2019
Q1:
A1:
What is the condition?
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied
Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint
colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior
metal body panels.
Q1a:
A1a:
Q2:
A2:
What specific paint colors are affected by this condition?
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint
code 070) or Super White (Toyota paint code 040) paint color.
What is Toyota doing?
The repair for this Customer Support Program is not available yet. This Customer Support Program is
being administered in two phases.
Phase
1
2
Description
Customer Notification
Renotification and Repair
Availability
BEGINNING NOW
NOT AVAILABLE YET
BEGINNING NOW: In Phase 1, the currently active phase, Toyota is preparing the repair for this
condition and thus, the repair under this program is NOT AVAILABLE. During this phase, dealers should
not do any repairs under this program. Beginning in August 2019, Toyota will send an owner
notification letter to all owners informing them that their vehicle is covered under this Customer
Support Program. During this phase, owners who have paid for repairs for this condition can seek
reimbursement consideration for expenses incurred prior to September 26, 2019. A sample of this
owner notification letter has been included for your reference.
NOT AVAILABLE YET: Phase 2 will begin after Toyota finalizes the repair for this condition. At that time,
Toyota will update this Dealer Letter, launch the repair, and also begin issuing a second owner letter
notifying owners that repairs under this program are available. Letters will be sent over several months.
At that time, if the owner experiences the condition, they should contact their local authorized Toyota
dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair
performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.
FAQ Page 1 of 4
© 2019 Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,738,940 vehicles covered by this Customer Support Program.
Model Name
Model Year
Production Period
4Runner
Avalon
Avalon Hybrid
Camry
Camry Hybrid
Corolla
RAV 4
RAV 4 EV
Scion iQ
Scion xB
2008 – 2015
2008 – 2017
2013 – 2017
2008 – 2017
2008 – 2017
2009 – 2019
2008 – 2017
2012 - 2014
2011 – 2015
2008 – 2015
Late December 2007 – Late May 2015
Early January 2008 – Late May 2017
Late May 2012 – Late May 2017
Early January 2008 – Late February 2017
Early January 2008 – Late February 2017
Late November 2007 – Late September 2018
Early January 2008 – Early September 2017
Late July 2012 – Late August 2014
Late September 2010 – Late September 2014
Mid-January 2007 – Late December 2015
Q3a:
A3a:
Q4:
A4:
Are there any other vehicles covered by this Customer Support Program in the U.S.?
Yes, there are approximately 5,780 2008 – 2009 Lexus GX vehicles covered by this Customer
Support Program.
What are the details of this program?
This Customer Support Program provides coverage for involved vehicles with the original factory
Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades
the adhesion between the factory-applied paint primer coat layer and the base metal
electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified,
the vehicle will receive a repair* under the terms of this Customer Support Program.
*The repair is not available yet and the details of the repair under this program have not been finalized.
Please see Q2 for additional details.
FAQ Page 2 of 4
© 2019 Toyota Motor Sales, USA
Q5:
A5:
Q6:
A6:
Why is Toyota notifying me now if Toyota is not ready to implement the repair for this Customer Support
Program?
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TSB/Document ID: ZKG_Dealer Packa
Replacement Service Bulletin Number:
MFR Communication Date: 2019-08-09
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: STRUCTURE:BODY
MFR Component System:
MFR Component Subsystem:
Previous TSB | Next TSB |
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