NHTSA ID Number: 10164896
Manufacturer Communication Number: ZKG_Dealer Packa
TSB/Document Date: 2019-09-16
Summary
Dealer Package: 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
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?
In the interests of customer satisfaction, Toyota is notifying customers about this condition and that
Toyota is working on a repair. If the condition does occur or currently exists with your covered vehicle,
a repair will be provided at no cost to you in accordance with the terms of the Customer Support
Program once preparations for the repair are completed for this Customer Support Program. There is
no need to contact your dealer for confirmation of the condition or diagnosis until the repair
preparations for this program are complete.
When does Toyota anticipate the repair will be ready?
Toyota is currently working on the repair procedures and necessary materials to complete the repair
for the affected vehicles and we anticipate that this may take several months. Once those preparations
are complete, any vehicle exhibiting the condition will be eligible to receive a repair under the terms
of this Customer Support Program.
At that time, Toyota will begin notifying customers that repairs are ready to be performed under this
program through a second letter. Letters will be sent over several months. At that point, if the owner
experiences or has experienced 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.
Q7:
A7:
Q8:
A8:
Q9:
A9:
Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to
receive a repair?
No. As soon as the repair under this this Customer Support Program begins, you should visit any
authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable,
repair.
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement
of some, or all, of their out of pocket costs. The expense must have been incurred prior to September
26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement
instructions will be included in the owner letter.
What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
Toyota is currently working on the repair for this condition under this program. Toyota recommends
that you wait until the repair has been launched because dealers are not yet ready to perform the
repair. We will begin sending the second owner notification letter as soon as the repair for this
Customer Support Program is ready.
FAQ Page 3 of 4
© 2019 Toyota Motor Sales, USA
Q10:
A10:
What is involved in the repair?
Toyota is still developing the repair and the specific details of the repair covered under this program
have not been finalized yet. However, the repair will be limited to repainting the specific area of the
vehicle’s exterior affected by the condition.
Please note, as the program is still under development, the above details are still subject to change.
When Toyota launches the repair for this Customer Support Program, the specific details of the repair
covered under this program will be provided.
Q11:
A11:
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.
Q12:
A12:
What if I have additional questions or concerns?
If you have additional questions or concerns, please 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.
Q13:
A13:
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program.
Q13a:
A13a:
Is the factory-applied paint on plastic body panels covered by this Customer Support
Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not
covered. Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota
paint code 040) paint on the vehicle’s exterior metal body panels are covered by this program.
Plastic body panels are not covered by this program because plastic body panels do not have
the base metal electrodeposition layer that is affected by this condition.
FAQ Page 4 of 4
© 2019 Toyota Motor Sales, USA
TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
E
CUSTOMER SUPPORT PROGRAM NOTIFICATION
Paint Peeling (Vehicles Painted with Factory-Applied Blizzard Pearl or Super White Paint)
[VIN]
Dear Toyota Owner:
PL
At Toyota, we provide vehicles of outstanding quality and value. As part of our continuing efforts to ensure
customer satisfaction, Toyota would like to notify you of a voluntary Customer Support Program that has been
initiated for your vehicle.
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 any exterior metal body panels.
M
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.
SA
What should you do?
At this time, Toyota is working on a repair for this Customer Support Program. However, we want you to know
your vehicle is included in this program and that the repair under this program is forthcoming. Reimbursement
may also be available if you have previously paid for repairs involving this condition prior to September 26,
2019.
We will send you another owner notification letter once the repair under this Customer Support Program is
available for your vehicle. If you have not experienced the condition described, there is no action necessary at
this time. Please retain a copy of this letter for future reference.
What if you have other questions?
•
•
Refer to the Frequently Asked Questions sheet included with this letter.
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.
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 this specific condition?
Please note: Once the repair is finalized and available, an authorized Toyota dealer inspection is required
under this Customer Support Program. The authorized Toyota dealer will confirm the condition and affected
areas for coverage under the program.
In the interest of customer satisfaction, if you have previously paid for repairs related to this condition prior to
September 26, 2019, please mail a copy of your repair details (for example: a repair order), proof-of-payment,
and ownership information to the following address for reimbursement consideration:
Note that the expense must have been incurred prior to September 26, 2019. Toyota does not reimburse for
expenses incurred after September 26, 2019.
M
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
SA
Please refer to the attached Reimbursement Checklist for required documentation details.
We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret
any inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,
TOYOTA MOTOR SALES, U.S.A., INC.
TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
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 Customer Support Program.
Q2:
Why is Toyota notifying me now if Toyota is not ready to implement the repair for this Customer Support
Program?
In the interests of customer satisfaction, Toyota is notifying you about this condition and that Toyota
is working on a repair. If the condition does occur or currently exists with your covered vehicle, a repair
will be provided at no cost to you in accordance with the terms of the Customer Support Program once
preparations for the repair are completed for this Customer Support Program. There is no need to
contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this
program are complete.
Q3:
A3:
PL
A2:
E
Q1:
A1:
When does Toyota anticipate the repair will be ready?
Toyota is currently working on the repair procedures and necessary materials to complete the repair
for the affected vehicles and we anticipate that this may take several months. Once those preparations
are complete, any vehicle exhibiting the condition will be eligible to receive a repair under the terms
of this Customer Support Program.
Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to
receive a repair?
No. As soon as the repair under this this Customer Support Program begins, you should visit any
authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable,
repair.
SA
Q4:
M
At that time, Toyota will begin notifying customers that repairs are ready to be performed under this
program through a second letter. Letters will be sent over several months. At that point, if the you
experience or have experienced the condition, you should contact your 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.
A4:
Q5:
A5:
Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my
vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement
of some, or all, of their out of pocket costs. The expense must have been incurred prior to September
26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not
reimburse for out of pocket costs incurred after September 26, 2019.
Q6:
A6:
What is involved in the repair?
Toyota is still developing the repair and the specific details of the repair covered under this program
have not been finalized yet. However, the repair will be limited to repainting the specific area of the
vehicle’s exterior affected by the condition.
E
Q7:
A7:
What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from
this condition?
Toyota is currently working on the repair for this condition under this program. Toyota recommends
that you wait until the repair has been launched because dealers are not yet ready to perform the
repair. We will begin sending the second owner notification letter as soon as the repair for this
Customer Support Program is ready.
Please note, as the program is still under development, the above details are still subject to change.
PL
When Toyota launches the repair for this Customer Support Program, the specific details of the repair
covered under this program will be provided.
Q8:
A8:
Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.
Q9:
A9:
Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040)
paint on the vehicle’s exterior metal body panels are covered by this program.
Is the factory-applied paint on plastic body panels covered by this Customer Support
Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not
covered. Only the factory-applied Blizzard Pearl (Toyota paint code 070) and Super White
(Toyota paint code 040) paint on the vehicle’s exterior metal body panels are covered by this
program. Plastic body panels are not covered by this program because plastic body panels do
not have the base metal electrodeposition layer that is affected by this condition.
M
Q9a:
SA
A9a:
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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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