◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
9/12/2019

TOPIC
Warranty Reimbursement section has been updated to include claim filing instructions
for vehicles covered under the 3 years or 36,000 miles (whichever comes first) New
Vehicle Limited Warranty.

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: September 5, 2019
To:

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

CUSTOMER SUPPORT PROGRAM ZKA
Certain 2011-2017 Model Year Tacoma
Coverage for Vehicle Frame Corrosion Perforation
Model / Years
2011-2017 Tacoma

Production Period
Late June 2010 – Early June 2017

Approximate Total Vehicles
1,102,200

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer
Support Program to provide coverage for vehicle frame corrosion perforation on 2011 – 2017 model year
Tacoma vehicles.
Background
Toyota has received a number of reports regarding vehicle frame corrosion perforation on certain 2011-2017
model year Tacoma vehicles. These reports have indicated that these vehicles, when operated in specific
cold climate areas (Cold Climate States1) with high road salt usage, or exposed to other environmental
factors, may exhibit more-than-normal corrosion to the vehicle’s frame.
– District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ, NY, OH, PA, RI, VA, VT, WI, and
WV.
1

Although perforation of the vehicle’s frame 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 vehicle frame corrosion perforation.
A separate program will be announced in the future and will include CRC (Corrosion Resistant Compound)
application. Toyota is currently preparing parts and approvals for the CRC application process. CRC
application will be covered under a separate Limited Service Campaign (LSC K0D) for a period of two years
and will only be available for vehicles registered/regularly operated in the Cold Climate States that do not
meet vehicle frame replacement criteria. This Limited Service Campaign has not yet launched at the time of
this publication. Toyota expects to launch K0D in phases beginning in the Fall of 2019. The expected
schedule can be seen in the chart below.

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |2

Campaign

ZKA

K0D

Activity
Frame Inspection
Frame
Replacement
Frame CRC
Application – See
below

Estimated Launch
Timing
Available
Available
See below

Cincinnati

October 2019

Chicago

November 2019

Boston

December 2019

CAT

January 2020

New York

February 2020

Notes
As necessary
Upon meeting or exceeding the Rust Perforation
Standard (see the Technical Instructions)
CRC application will become available based
upon legal and environmental agency approvals
(where applicable; see below).
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.
Dealer training by FTS staff will take place prior
to launch.

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 vehicle’s frame. The specific
condition covered by this program is vehicle frame corrosion perforation. If the condition is verified, the
vehicle will be repaired with a new frame under the terms of this Customer Support Program.
Warm / Cold Climate
Cold Climate State Vehicles*
Warm Climate State Vehicles

Coverage
12 years from the Date of First Use (DOFU) with no mileage limitation

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.

*All cold climate state vehicles are eligible for CSP ZKA until the expiration of LSC K0D.
Once campaign K0D expires, if a cold climate state vehicle has not had LSC K0D performed, the vehicle will
no longer be eligible for ZKA and will be marked as expired under ZKA.

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |3

Program Coverage:
If a customer believes their vehicle has been operated in cold climate regions of the United States where
high road salt is frequently used, or exposed to other environmental factors, and/or a customer is
concerned that their vehicle’s frame has more-than-normal corrosion, Toyota dealerships are requested to
inspect the vehicle’s frame for corrosion perforation using the program’s Rust Perforation Standard. Based
upon the results of the inspection, dealerships are requested to do one of the following at no charge to the
vehicle owner:





For warm climate states, if the vehicle’s frame passes Toyota’s inspection criteria, no further action is
required.
For Cold Climate States (District of Columbia (DC), CT, DE, IL, IN, KY, MA, MD, ME, MI, MN, NH, NJ,
NY, OH, PA, RI, VA, VT, WI, and WV), if the vehicle’s frame passes Toyota’s inspection criteria, the
vehicle may be eligible, in the future, to have Corrosion Resistant Compound (CRC) protection
applied. This will be applied under a separate Limited Service Campaign (LSC – K0D).
For all states and territories, if the vehicle’s frame meets or exceeds the standard for frame
replacement, the frame will be replaced FREE OF CHARGE to the customer for the coverage period.

Covered Vehicles
There are approximately 1,102,200 vehicles covered by this Customer Support Program. Approximately
17,100 vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will begin to notify owners in early September 2019 and will be mailed over several months. A
sample of the owner notification letters has been included for your reference.

Customer Handling, Parts Ordering, and Remedy 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.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Toyota Warranty
Policy 5.21, “Warranty Solicitation.” Non-compliance of this policy may result in a claim debit.
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.

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |4

Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota.
performing this repair are required to successfully complete the most
course “Safety Recall and Service Campaign Essentials”. To ensure
performed correctly, technicians performing this repair are required to
following certification levels:





All Toyota dealership technicians
current version of the E-Learning
that all vehicles have the repair
currently hold at least one of the

Certified Technician (any specialty)
Expert Technician (any specialty)
Master Technician
Master Diagnostic Technician

Final repair must be signed off and validated by a MDT, Shop Foreman, or Service Manager using the Frame
Replacement Inspection Form.
Always check which technicians can perform the recall remedy 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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Parts Recovery Procedures
All parts replaced, except the frame, as part of this Customer Support Program must be turned over to the
parts department until appropriate disposition is determined. The parts department must retain these parts
until notification via the Parts Recovery System (PRS) is received indicating whether to ship or scrap the
parts. These parts are utilized by various departments for defect analysis, quality control analysis, product
evaluation, as well as other purposes. The frame can be scrapped or recycled per local regulations three
days after the warranty claim has been paid.
To help minimize dealer storage challenges, Toyota recommends that dealers:
 File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based
on when the campaign claim is paid by Toyota.
 Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |5

Remedy Procedures
The Technical Instructions contain inspection criteria for completing the frame inspection, as well as
instructions to access the frame inspection website. The frame must be inspected by a qualified Toyota
technician, who will inspect the vehicle frame rails and cross member mounting locations. If any perforation
in the vehicle frame is found to be 10 mm or larger, the frame will be replaced. Please use the flow chart
below.
If the vehicle passes the frame inspection, and the CRC application is applicable, instructions will be
provided in the Technical Instructions under LSC K0D.
To assist dealers in determining the correct part numbers to order, as well as direction forward, a website
has been developed. Please go to https://tacoma-2011-2017-frames.imagespm.info/. If your region is
applicable to spray CRC (LSC K0D), the website will guide you through the inspection results process. If
your region is not yet applicable to spray CRC (LSC K0D), only required parts will be provided if qualifying
perforation is found. The website is for part(s) application reference only and won’t order the parts, confirm
campaign completion status, or confirm campaign applicability.




The parts will need to be ordered through the Dealer Daily Parts System.
ETAs for the parts will be available via the normal system.
Frame ETAs will be made available on the Dealer Daily website, in the MAC reference area.

Note: When first logging in, enter your dealer code and the default password (XXXXX). Upon logging in,
the website will ask for you to reset the password and provide an e-mail address.
The below list of ancillary parts is reimbursable in the event that careful removal of the part damages the
component and/or where the component is corroded to the point that re-installation is not
possible. Normal wear & tear for time and miles does not justify ancillary part reimbursement. All ancillary
parts should be retained until the claim has been approved by Warranty. Clear pictorial documentation of
ancillary parts must be attached to the dealer’s copy of the Repair Order (RO). These pictures must have the
RO placed next to the ancillary part, and both captured in the same picture. TMNA/TMS Warranty reserves
the right to request photo documentation in order to confirm that replacement was necessary. If the
requested pictures are (1) not submitted, (2) unclear, (3) and/or do not justify replacement under this
program, the warranty claim is subject to denial and/or debit as permitted by state law.
Hardware (applicable Bolts, Nuts, Clips, Clamps, Washers, Cotter Pins, Brackets, etc.), Brake Tube/Lines
(including Flexible), Bumper Springs, Cab Mounting Cushions, Toe/Camber Cam Assemblies, Control Arm
Bushings, Differential Supports, Engine/Transmission Mounts, Fender Apron Seals, Crossmember Extension,
Stabilizer Bar Links/Bushings/Cushions, Front Suspension Member Brace, Fuel Tank, Fuel Tank Protector,
Fuel Tank Straps, Fuel Lines/Tubes, Parking Brake Cables, Toe Adjustment Plates, Spare Tire Carrier, Shackle
Kit, Steering Intermediate Shaft, Power Steering Rack (including lines attached to Rack) and Tie Rod Ends,
Upper Control Arms, Hub Grease Caps

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |6

It's important to note that, as part of this repair, technicians are instructed to inspect the frame. This
includes conducting a Pre-Hoist Inspection, in which the structural integrity of the frame can be confirmed
prior to raising the vehicle off the ground. During this time, technicians can also visually inspect for broken
components under the vehicle. If there are any additional broken factory parts identified prior to the start
of, or during, the repair, Toyota will not be responsible for the costs to replace these parts. Customers
should be made aware of this prior to the start of the repair.
If the vehicle is modified with non-Toyota, aftermarket parts that prevent the dealer from being able to
replace the vehicle frame using the Toyota supplied Technical Instructions, the dealer may choose not to
participate in the replacement of the frame until the vehicle is brought back to a condition in which the
frame replacement can be performed using the supplied instructions. Dealers may also choose to offer to
perform the vehicle frame replacement, but with additional costs associated with removal and installation of
aftermarket parts charged to the vehicle owner.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this campaign 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-todate parts ordering information.
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore,
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.
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.

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |7

Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty
claim.
Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the R.O.
2. Check the TIS Vehicle Inquiry System

Not Covered

No further action required

Frame Rail Seal
ALREADY INSTALLED

No further action required

Covered

Perform pre‐hoist inspection

Inspect for Frame Rail Seal

Frame Rail Seal
NOT FOUND
Perform Frame Inspection utilizing the Inspection
application
Was perforation 10mm or larger found in the
locations identified in Green below?
No

No further action required at this
time.

No

No further action required

Yes

Inspection Application submits report for FTS
approval
Was approval received from the FTS?
Yes

Order parts and complete frame replacement

Campaign completed, return the vehicle
to the customer

© 2019 Toyota Motor Sales, USA

Customer Support Program ZKA - D - Page |8

Op Code
ZKA11W
ZKA11X

Model Year
All
All

ZKA11A
ZKA11B
ZKA11E
ZKA11F
ZKA11J
ZKA11K
ZKA11N
ZKA11R

2011-2015

Description
Frame Inspection* – Side Rail Seal Installed
Frame* Inspection
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
(Dealer)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
(Dealer)
Frame Inspection* + Replace 2WD Frame + Install Frame Plugs
(Sublet)
Frame Inspection* + Replace 4WD Frame + Install Frame Plugs
(Sublet)
Replace 2WD Frame + Install Frame Plugs (Dealer)
Replace 4WD Frame + Install Frame Plugs (Dealer)
Replace 2WD Frame + Install Frame Plugs (Sublet)
Replace 4WD Frame + Install Frame Plugs (Sublet)

Flat Rate Hour
.1 hr/veh
0.6 hr/veh
40.2 hr/veh
41.8 hr/veh
0.6 hrs/veh
0.6 hrs/veh
39.6 hrs/veh
41.2 hrs/veh
0.0 hrs/veh