If an owner/lessee thinks that he/she has experienced the condition described in this 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 warranty extension, 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.

Q5b:
A5b:

What if an owner/lessee HAS NOT experienced this condition but would like to have the
repair completed?
This Customer Support Program only applies to vehicles that have exhibited a covered condition If
an owner/lessee has not experienced a covered condition, he/she is asked to retain a copy of the
owner/lessee notification letter for future reference.
Refer to the Diagnostic Fees for Customer Support Programs section of the Customer Confidence
Program ZKI communication on TIS for additional details related to the diagnostics fees for this
Customer Support Program.
FAQ Page 3 of 4
© 2017 Toyota Motor North America

Q6:
A6:

Are there any warnings that the condition exists?
The open door warning light, shown below, will illuminate on the instrument cluster and a buzzer will sound if
the left and/or right power sliding door cannot completely close and latch as a result of the condition.
Warning Light

Warning light/Details/Actions
Open door warning light (warning buzzer)
Indicates that one or more of the doors
or the back door is not fully closed

Q7:
A7:

Which parts are covered by this Customer Support Program?
The following parts are covered by this Customer Support Program
•
•

LH power sliding door rear lock assembly. (This part is located inside of the LH power sliding door.)
RH power sliding door rear lock assembly. (This part is located inside of the RH power sliding door.)

Note: Both of the above parts are covered by this Customer Support Program. However, only parts that are
verified to be affected by the condition will be replaced under the terms of this Customer Support Program.
Q8:
A8:

How long will the repair take?
The repair time ranges between 45 minutes and 1.5 hours depending upon which parts require replacement.
However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for
a longer period.

Q9:
A9:

What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner/lessee 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 refer to the Customer and Media Handling
Procedure section of the Customer Confidence Program ZKI communication.

FAQ Page 4 of 4
© 2017 Toyota Motor North America

TOYOTA

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

WARRANTY ENHANCEMENT NOTIFICATION – ZH5
[VIN]
Dear Toyota Owner:

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At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to
ensure customer satisfaction, Toyota would like to advise you of an enhancement to portions of your Toyota New
Vehicle Limited Warranty.

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Toyota has received a number of reports regarding the power sliding door rear lock assemblies on certain 2011 –
2015 model year Sienna vehicles. In these reports, corrosion on the position sensor of the left and/or right power
sliding door rear lock assembly caused that door to exhibit one or more of the abnormal operations described below:
 During power mode closing operation, as the power sliding door reaches the nearly closed position, the door
reverses and moves toward the open positon.
 During power mode closing operation, the power sliding door cannot completely close and latch.
 The power mode closing operation of the power sliding door is inoperative.

PL

Warranty Enhancement Program Details

E

While the majority of vehicles will not experience this condition, we are offering the following New Vehicle Warranty
Extension:

AL

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This Warranty Enhancement Program provides additional coverage to the vehicle’s
power sliding door rear lock assemblies beyond the vehicle’s original “New Vehicle
Limited Warranty”. The specific condition covered by this program is when corrosion on
the position sensor of the left and/or right power sliding door rear lock assembly causes
that door to exhibit one or more of the abnormal operations described below:.
 During power mode closing operation, as the power sliding door reaches the nearly
closed position, the door reverses and moves toward the open positon.
 During power mode closing operation, the power sliding door cannot completely
close and latch.
 The power mode closing operation of the power sliding door is inoperative.

IG
IN

If the condition is verified, the affected power sliding door rear lock assembly(s) will be
replaced with a new one under the terms of this Warranty Enhancement Program.*


The warranty coverage provided by this Warranty Enhancement Program is
applicable for 9 years from the vehicle’s date of first use, regardless of mileage.

Please note that this coverage is for warranty work performed at an authorized Toyota
dealer only.

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This Warranty Enhancement Program is limited to your specific vehicle whose Vehicle Identification Number (VIN) is
printed below and is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section
of your 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 Warranty Enhancement Program.
*Please see your Toyota dealer for additional details

VIN#
Date of First Use

Peel and Stick
Label onto the
Owner’s Warranty
Information Booklet

What should you do?
Please apply the sticker above to your Owner’s Warranty Information Booklet for future reference. If you
have not experienced the condition described above, there is no action necessary at this time.

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If you have experienced this condition, please contact any authorized Toyota dealer and make
arrangements for diagnosis and, if applicable, repair.

If you would like to update your vehicle ownership or contact information, please go to
www.Toyota.com/ownersupdate. You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.
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.

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If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-ofpayment, 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

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Please refer to the attached Reimbursement Checklist for required documentation details.

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.

PL

Thank you for driving a Toyota.
Sincerely,

O

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TOYOTA MOTOR SALES, U.S.A., INC.

TOYOTA

WARRANTY ENHANCEMENT PROGRAM
FREQUENTLY ASKED QUESTIONS

ZH5

LE
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ER

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

Is this a recall?
No. This 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, Toyota is advising you of this
Enhancement to the Warranty Coverage.

Q2:
A2:

If my vehicle does not have this condition, 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 this condition, please apply the sticker to your
Owner’s Warranty Information booklet for future reference.

Q3:
A3:

What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for
diagnosis and, if applicable, repair.

Are there any warnings that the condition exists?
The open door warning light, shown below, will illuminate on the instrument cluster and a buzzer will sound if
the left and/or right power sliding door cannot completely close and latch as a result of the condition.

SA
M

Q4:
A4:

PL

E

A3a:

What if the diagnosis is performed and my vehicle is not covered by the Warranty
Enhancement Program?
Please be aware that, if the condition is not covered by this Warranty Enhancement 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
Warranty Enhancement Program.

O

Q3a:

W
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Q1:
A1:

Warning light/Details/Actions

Open door warning light (warning buzzer)
Indicates that one or more of the doors
or the back door is not fully closed

IG
IN

AL

Warning Light

O

R

Q5:
A5:

Which parts are covered by this Warranty Enhancement Program?
The following parts are covered by this Warranty Enhancement Program:



LH power sliding door rear lock assembly. (This part is located inside of the LH power sliding door.)
RH power sliding door rear lock assembly. (This part is located inside of the RH power sliding door.)

Note: Both of the above parts are covered by this Warranty Enhancement Program. However, only parts that
are verified to be affected by the condition will be replaced under the terms of this Warranty Enhancement
Program.

Is the Warranty Enhancement Program coverage transferable if I sell my vehicle?
Yes, this Warranty Enhancement coverage is fully transferrable to subsequent vehicle owners for the
condition and terms specified in the notification letter.

Q7:
A7:

How long will the repair take?
If the condition is present on your vehicle, the repair will range between 45 minutes and 1.5 hours depending
upon which parts require replacement. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period.

Q8:
A8:

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.

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PL

E

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Q6:
A6: