◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
08/28/2019

TOPIC
The Customer Support Program Details section has been updated to clarify the
condition covered under this Customer Support Program.

The most recent update 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.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: August 9, 2018
To:

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

Subject:

Customer Support Program ZJB
Certain 2010 Model Year Prius and Prius PHV Vehicles
Certain 2011-2015 Model Year Prius Vehicles
Certain 2012-2015 Model Year Prius PHV Vehicles
Coverage for Brake Booster and Brake Booster Pump Assemblies

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for brake booster and brake booster pump assemblies on certain 2010 model year Prius
and Prius PHV vehicles, certain 2011-2015 model year Prius vehicles and certain 2012-2015 model year Prius PHV
vehicles.
Background
Toyota has received reports about certain internal malfunctions of the brake booster assemblies in some of the subject
vehicles.
Although the brake booster and brake booster pump assemblies are covered by Toyota’s New Vehicle Limited
Warranty for 3 years or 36,000 miles (whichever comes first), Toyota is now offering a voluntary Customer Support
Program that applies to certain internal malfunctions of the brake booster assemblies.
The following information is provided to inform you and your staff of the program notification schedule and your degree
of involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to the brake booster and brake booster pump
assemblies. The specific condition covered by this program refers to certain internal malfunctions of the brake
booster and brake booster pump assemblies. One or more of the following specific Diagnostic Trouble Codes
(DTCs) C1391, C1252, C1256, or C1253 will be stored in the vehicles memory to be used as verification. If the
condition is verified, the vehicle will be repaired with a new brake booster and brake booster pump assemblies
under the terms of this Customer Support Program.
2010 MY Prius and Prius PHV Vehicles – Phase 1
• The Primary Coverage will be offered until November 30, 2019, regardless of mileage.
• After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use
or 150,000 miles, whichever occurs first.
2011-2015 MY Prius Vehicles and 2012-2015 MY Prius PHV Vehicles – Phase 2
• The Primary Coverage will be offered until August 31, 2021, regardless of mileage.
• After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use
or 150,000 miles, whichever occurs first.
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.

© 2018 Toyota Motor Sales, USA

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

Covered Vehicles
There are approximately 946,100 vehicles covered by this Customer Support Program. There are approximately 1,200
vehicles in Puerto Rico involved in this Customer Support Program.
Phase

Model

Model Year

Approximate
UIO

Production Period

Prius

2010

250,500

Late October 2008 – Early November 2010

Prius PHV

2010

200

Late November 2009 – Late October 2010

Prius

2011-2015

653,000

Late October 2010 – Early November 2015

Prius PHV

2012-2015

42,400

Late July 2011 – Early July 2015

1

2

Owner Letter Mailing Date
Refer to the table below for additional details regarding owner notification timing. A sample of the owner notification
letter has been included for your reference.
Phase
1
2

Approximate Owner
Notification Start Date
Late August, 2018
Early April, 2019

Approximate
Duration of Mailing
6 Months
6 Months

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:
• Expert Hybrid
• Master
• Master Diagnostic Technician
Always check which technicians can perform the 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 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-0079-18 for 2010.
• T-SB-0024-19 for 2011-2015.

© 2018 Toyota Motor Sales, USA

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

Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this campaign 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 from TMS for past
replacements; dealers should not increase their stock of related repair parts. Dealers are requested to only order parts
for vehicles experiencing this condition only. DO NOT ORDER FOR STOCK. As always, if a customer experiences
the condition described, dealers should conduct appropriate diagnosis and order the applicable parts.
Refer to Customer Support Program Bulletin CSPB# POL18-03 for additional parts ordering information.
All Customer Support Program (CSP) 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.
Reimbursement Procedure
Refer to the Policy Bulletin (Bulletin No. POL18-03) for claim processing instructions. All parts replaced for this repair
are subject to warranty part recovery.
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 included in the owner letter.
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 (469) 292-2418 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.
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.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2018 Toyota Motor Sales, USA

Customer Support Program ZJB
Certain 2010 Model Year Prius and Prius PHV Vehicles
Certain 2011-2015 Model Year Prius Vehicles
Certain 2012-2015 Model Year Prius PHV Vehicles
Coverage for Brake Booster and Brake Booster Pump Assemblies
Frequently Asked Questions
Original Publication Date: August 9, 2018
What is the condition?
A1:
Toyota has received reports about certain internal malfunctions of the brake booster assemblies in some of
the subject vehicles. In these reports, customers have noted various brake system related warning lamps are
illuminated.
Q1a:
A1a:

Which brake system warning indicator(s) may be related to these conditions?
If the following warning lamps are illuminated, the vehicle may be experiencing a concern with the
brake booster and brake booster pump assemblies which are covered by this Customer Support
Program.

Master Warning
Light (Yellow)

Brake System
Warning Light
and Warning
Buzzer (Red)

Brake System
Warning Light
(Red)

ABS Warning
Light (Yellow)

SLIP Indicator
(Yellow)

NOTE: It is possible for the lights above to be illuminated and the condition not be related to this
Customer Support Program.

FAQ Page 1 of 3
© 2018 Toyota Motor Sales, USA

Q1:
A2:

What is Toyota going to do?
Although the brake booster and brake booster pump assemblies are covered by Toyota’s New Vehicle Limited
Warranty for 3 years or 36,000 miles (whichever comes first), Toyota is now offering a voluntary Customer
Support Program that applies to certain internal malfunctions of the brake booster and brake booster pump
assemblies.
The owner mailing for this Customer Support Program is being performed in two phases as shown below:
Phase

Model

Model Year

1

Prius and Prius PHV Vehicles
Prius Vehicles
Prius PHV Vehicles

2010
2011-2015
2012-2015

2

Planned Owner
Notification Start
Late August, 2018

Duration of
Mailing
6 Months

Early April, 2019

6 Months

If the owner experiences the condition described above, they should contact their local authorized Toyota
dealership for diagnosis. If the condition is verified, the vehicle will be repaired with a new brake booster and
brake booster pump assemblies at NO CHARGE to the customer.
Q2:
A3:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 946,100 vehicles covered by this Customer Support Program. There are
approximately 1,200 vehicles in Puerto Rico involved in this Customer Support Program.
Model Name

Appx.
Vehicles

Model Year

Production Period

Prius

250,500

2010

Late October 2008 – Early November 2010

Prius PHV

200

2010

Late November 2009 – Late October 2010

Prius

653,000

2011-2015

Late October 2010 – Early November 2015

Prius PHV

42,400

2012-2015

Late July 2011 – Early July 2015

Q3a:
A3a:
Q3:
A4:

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.

What are the details of this program?
This Customer Support Program provides coverage as it applies to the brake booster and brake booster pump
assemblies. The specific condition covered by this program is for certain internal malfunctions of the brake
booster assemblies. If the condition is verified, the vehicle will be repaired with new brake booster and brake
booster pump assemblies under the terms of this Customer Support Program.
•
•

2010 MY Prius and Prius PHV Vehicles – Phase 1
The Primary Coverage will be offered until November 30, 2019, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use or
150,000 miles, whichever occurs first.

•
•

2011-2015 MY Prius Vehicles and 2012-2015 MY Prius PHV Vehicles – Phase 2
The Primary Coverage will be offered until August 31, 2020, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use or
150,000 miles, whichever occurs first.
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 Owners Manual. For example, damage
from abuse, an accident, theft and/or vandalism is not covered.
FAQ Page 2 of 3
© 2018 Toyota Motor Sales, USA

Q4:
A5:

Which part(s) are covered by this Customer Support Program?
The specific components covered by this program are as follows:
•
•

Q5:
A6:

Brake Booster Assembly
Brake Booster Pump Assembly

What should an owner do if experiencing this condition?
If an owner 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 Program, the repair will be performed at NO CHARGE.
Q6a:
A6a:

What if the dealer performs diagnosis and determines that vehicle is not covered by this
Customer Support Program?
These warning lights can illuminate due to conditions unrelated to the specific condition being covered
by this program. These conditions may require diagnosis or repairs not specifically covered by this
Customer Support Program. Please be aware that if the condition is not covered by this Program,
owners may be responsible for the initial diagnostic fees and any other repairs they may decide to
have performed. Any authorized Toyota Dealership can determine if a condition is covered by this
Customer Support Program.

Q6:
A7:

What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described above.
If an owner has not experienced the condition, he/she is asked to place the notification tear off slip in the
Owners Manual for future reference.

Q8:
A8:

How long will the repair take?
The repair takes approximately 6 hours. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.

Q9:
A9:

What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner 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: