documentation indicating that the bulb(s) has been replaced previously. Refer to the customer
reimbursement checklist for documentation details.

Q3a:

A3a:

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program
in the U.S.?
Yes, the Lexus CT200h (MY2011-2013) and Lexus HS250 (MY2010-2012) vehicles are both covered
by this Customer Support Program.
FAQ Page 1 of 2
© 2017 Toyota Motor North America

9

Q4:
What are the details of this program?
A4: This Customer Support Program provides coverage as it applies 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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01

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.

Which part(s) are covered by this Customer Support Program?
The specific component(s) covered by this program are as follows:
• Halogen Low Beam Headlamp Bulbs
• Halogen Low Beam Headlamp Bulb Wire Harnesses

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Q5:
A5:

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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.

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 now exhibit the condition described above or
have previously had a low beam headlamp bulb replaced. If an owner has not experienced the condition,
he/she is asked to apply the notification label to the Owners Warranty Information Booklet for future reference.

Q8:
A8:

How long will the repair take?
The repair takes approximately 3 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:

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Q7:
A7:

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Q6:
What should an owner do if experiencing this condition?
A6: 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.

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

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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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Q10: How does Toyota obtain my mailing information?
A10: 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 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.
FAQ Page 2 of 2
© 2017 Toyota Motor North America

TOYOTA

9

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

,2
01

CUSTOMER SUPPORT PROGRAM NOTIFICATION – ZHB
[VIN]
Dear Toyota Owner:

31

At Toyota, we are dedicated to provide vehicles of outstanding quality and value. As part of our continual efforts to
ensure customer satisfaction, Toyota would like to advise you of a Customer Support Program that has been initiated
for your vehicle.

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Toyota has received a number of reports regarding the halogen headlamps on certain 2010 – 2011 model year Prius
vehicles. In these reports, customers have indicated that halogen low beam headlamp bulb lifetime is shorter than
expected. While the majority of vehicles will not experience this condition, we are offering the following Customer
Support Program:
Customer Support Program Details

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This Customer Support Program provides coverage as it applies 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.

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

•

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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.

Ex

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

VIN#

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*Please see your Toyota dealer for additional details

ZH

What should you do?
Please apply the label 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.

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.

9

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.

,2
01

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:

31

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

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

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NOTE: Customers that are eligible for customer reimbursement are also eligible for the repair, even if the vehicle is
not currently exhibiting the condition

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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.
Thank you for driving a Toyota.

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Sincerely,

ZH

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

TOYOTA

CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS

9

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

,2
01

ZHB

Q1:
Is this a recall?
A1: 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.

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

ob

Q3:
A3:

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31

Q2: If my vehicle has not experienced this condition, do I need to make an appointment with my
dealership?
A2:
No, you do not need to take your vehicle to a dealership unless your vehicle is now exhibiting the condition
described in this letter or if you have had a low beam headlamp bulb replaced in the past. If you have not
experienced this condition, please apply the label to your Owner’s Warranty Information booklet for
future reference.

ct

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.
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.

Q5:
A5:

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.

Q6:
A6:

How long will the repair take?
The repair will take approximately 3 hours. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.

Q7:
A7:

Which part(s) are covered by this Customer Support Program?
The specific component(s) covered by this program are as follows:
• Halogen Low Beam Headlamp Bulbs
• Halogen Low Beam Headlamp Bulb Wire Harnesses

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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.

ZH

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Q8:
A8:

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Q4:
A4: