◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
November 8, 2019
May 8, 2019
January 25, 2018
November 1, 2017

TOPIC
Customer Support Program ZHB Expired October 31, 2019.
The interim repair Op Codes have been removed as Toyota now has sufficient inventory of
repair kit part number 04007-52147.
The claim filing details have been updated to clarify remedy OP Codes and Interim Op Codes
for vehicles that are currently exhibiting the condition vs. vehicles that have exhibited the
condition in the past.
The coverage parameter details have been updated to clarify coverage for vehicles that have
exhibited the condition in the past.

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.

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000

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

Subject:

Customer Support Program ZHB
Certain 2010- 2011 Model Year Prius
Coverage for Halogen Low Beam Headlamp Bulbs

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To:

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Original Publication Date: October 25, 2017

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In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Halogen Low Beam Headlamp Bulbs on Certain 2010- 2011 Model Year Prius
vehicles.

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Background
Toyota has received a number of reports regarding the halogen head lamps on certain 2010 – 2011 model year Prius
vehicles. In these reports, customers have indicated that their vehicle’s halogen low beam headlamp bulb lifetime is
shorter than expected.

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Although the Halogen Low Beam Headlamp Bulbs are covered by Toyota’s New Vehicle Limited Warranty for 3 years
or 36,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership experience. Toyota is
providing coverage related to the halogen head lamp bulbs due to these circumstances.

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The following information is provided to inform you and your staff of the program notification schedule and your degree
of involvement.

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Customer Support Program Details
This Customer Support Program provides coverage as it applies to the halogen headlamp bulbs. The specific
condition covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than expected. If
the condition is verified, the dealer will install voltage adjustment wire harnesses and replace both halogen low
beam headlamp bulbs under the terms of this Customer Support Program.

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NOTE:
• Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has exhibited the
condition.
• Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has
had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation
indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for
documentation details.
This coverage will be offered until October 31, 2019, regardless of mileage.

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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

CustomerSupportProgramZHB-D-Page|2

Covered Vehicles
There are approximately 390,000 Vehicles covered by this Customer Support Program. There are approximately 400
vehicles distributed to Puerto Rico covered by this Customer Support Program.

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Please refer to Warranty Policy Bulletin (Bulletin No. POL17-15) for identification of vehicles covered by this Customer
Support Program.
Model Year

Production Period

Prius

Certain 2010-2011

End-March, 2009 - Mid-December, 2011

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Model Name

Owner Letter Mailing Date
Toyota will begin to notify owners in early November 2017 and will be mailed over several months. A sample of the
owner notification letter has been included for your reference.

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Remedy Procedures
Technical instructions for this Customer Support Program can be found in TSB-0204-12

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NOTE: Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has
had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation
indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for
documentation details.

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Parts Ordering Process - Non SET and GST Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check
the Toyota Special Activities MAC/DOS report on Dealer Daily for the most up-to-date parts ordering information.

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As this is a customer support program, most customers will only request reimbursement from TMNA 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 or for customers who have had a headlamp bulb replaced previously. DO NOT
ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct
appropriate diagnosis and order the applicable parts.

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Refer to Warranty Policy Bulletin WPB#. POL17-15 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.

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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:
Certified Electrical Technician
Expert Electrical Technician
Master Technician
Master Diagnostic Technician (MDT)

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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.
© 2018 Toyota Motor Sales, USA

CustomerSupportProgramZHB-D-Page|3

Reimbursement Procedure
Refer to the Warranty Policy Bulletin (Bulletin No. POL17-15) for claim processing instructions. All parts replaced for
this repair are subject to warranty part recovery.

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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, and are also included in this document
for your reference.

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NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer
reimbursement AND are also eligible for the repair.

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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 Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not
provide this number to customers. Please provide this contact only to media.

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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.

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Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

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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.

© 2018 Toyota Motor Sales, USA

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Customer Support Program - ZHB
Certain 2010- 2011 Model Year Prius
Coverage for Halogen Low Beam Headlamp Bulbs

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Frequently Asked Questions
Original Publication Date: October 25, 2017

◄ IMPORTANT UPDATE ►
November 1, 2017

TOPIC
The coverage parameter details have been updated to clarify coverage for vehicles that
have exhibited the condition in the past.

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DATE

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The most recent update will be highlighted with a red box.

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What is Toyota going to do?
Although the Halogen Low Beam Headlamp Bulbs are covered by Toyota’s New Vehicle Limited Warranty for
3 years or 36,000 miles (whichever occurs first), we at Toyota care about the customers’ ownership
experience. Toyota is providing coverage related to the halogen head lamp bulbs due to these circumstances.

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Q2:
A2:

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Q1:
What is the condition?
A1: Toyota has received a number of reports regarding the halogen head lamps on certain 2010 – 2011 model
year Prius vehicles. In these reports, customers have indicated that their vehicle’s halogen low beam
headlamp bulb lifetime is shorter than expected.

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Toyota will send (in phases consistent with parts availability and repair capacity) an owner notification by first
class mail starting in early-October, 2017, advising owners of this Customer Support Program.

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If the owner experiences the condition described above, he/she should contact a local authorized Toyota
dealership for diagnosis. If the condition is verified, the dealer will install voltage adjustment wire harnesses
and replace the halogen low beam headlamp bulbs with new ones at NO CHARGE to the customer.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 390,000 vehicles covered by this Customer Support Program. Approximately 400
vehicles involved in this Customer Support Program were distributed to Puerto Rico.
Model Name
Model Year
Production Period
Prius
2010-2011
End-March, 2009 - Mid-December, 2011

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Q3:
A3:

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NOTE:
Right and left side bulbs and harnesses will be installed even if only one side is exhibiting the condition.
Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and
has had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide