NHTSA ID Number: 10172829
Manufacturer Communication Number: ZKG_Dealer_Lette
TSB/Document Date: 2020-03-30
Summary
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
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
December 12, 2019
TOPIC
This document has been updated to clarify that only authorized Toyota dealerships
are authorized to confirm if the paint peeling condition is covered by this program.
However, after confirming that the paint peeling condition is covered by this
program, the authorized Toyota dealership may choose to coordinate to have the
repainting repair performed by a non-Toyota
repair facility (e.g. third-party
collision repair facility, body shop, etc).
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: December 4, 2019
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
CUSTOMER SUPPORT PROGRAM ZKG
Phase 2 – Customer Renotification and Repair Phase
Repair is Now 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 Coverage 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 specific panel affected
will be repainted.
•
The Primary Coverage will be offered until December 11, 2022, regardless of mileage.
•
After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of
first use, regardless of mileage.
Note:
Damage to the vehicle exterior (such as collision damage, deep scratches, dents, etc..) may prevent a repair
facility from performing the paint repair covered by this Customer Support Program.
This Customer Support Program does not cover repair of such damage.
If any damage must be repaired prior to performing the paint repair covered by this Customer Support
Program, the dealer may offer to repair the damage at the customer’s expense.
Examples of damage that might prevent paint repair are:
• Collision damage.
• Dents.
• Deep scratches.
• Deep rock chips.
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.
*Only authorized Toyota dealerships are authorized to confirm if the paint peeling condition is covered by
this program. However, after confirming that the paint peeling condition is covered by this program, the
authorized Toyota dealership may choose to coordinate to have the repainting repair performed by a nonToyota repair facility (e.g. third-party collision repair facility, body shop, etc.).
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.
Customer Support Program ZKG - D - Page |3
Program Phase Schedule
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is now
launching the repair portion of this program.
Phase 1 – Customer Notification
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late
August 2019 and mid-September 2019 about this program, provided a process for reimbursing out of
pocket expenses associated with this condition incurred prior to September 26, 2019, and informed
owners that Toyota is working on the repair for their vehicle.
Phase 2 – Repair Available and Customer Re-notification
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is
now launching the repair portion of this program.
Owner Letter Mailing Date
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late August
2019 and mid-September 2019 about this program, provided a process for reimbursing out of pocket expenses
associated with this condition incurred prior to September 26, 2019, and informed owners that Toyota is
working on the repair for their vehicle.
Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting in
mid-December 2019. A sample of this notification has been attached for your reference.
© 2019 Toyota Motor Sales, USA
Customer Support Program ZKG - D - Page |4
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.
Parts Ordering Process - Non SET and GST Parts Ordering Process
The repair for this customer support program involves re-painting the area of the vehicle exterior affected by
the condition and; therefore, may involve replacing non-reusable parts such as emblems, clips/retainers,
windshield glass adhesive, etc.
Any parts replaced under this program must be*:
1. Toyota Genuine Parts.
2. Must be included in the parts section of the warranty claim.
*This does not apply to refinishing products and surface preparation products such as paints, primers, sand
paper, metal conditioner, etc..
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.
It is possible that some of the parts necessary for performing this campaign are either required to be ordered
in Campaign Part Order Request (CPOR) on Service Lane, 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.
Customer Support Program ZKG - D - Page |5
Technician Training Requirements
These technician training requirements only apply to the Toyota dealership technician performing the
procedure in the Technical Instructions (i.e., they do not apply to the body shop technician refinishing the
vehicle). The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians
performing the procedure in the Technical Instructions are required to successfully complete the most current
version of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that the Technical
Instructions are performed correctly; technicians performing the Technical Instructions are required to
currently hold at least one of the following certification levels:
•
•
•
•
Certified Technician any Specialty
Expert Technician any Specialty
Master Technician
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 the Technical Instructions at all times.
Remedy Procedures
Refer to the Technical Instructions on TIS for complete remedy procedure instructions including:
1. Verifying if the paint condition is covered by this Customer Support Program
2. Ensuring there is no damage that requires repair prior to performing the Customer Support Program
repair
3. Uploading mandatory photographs to the web application
4. Confirming that the preliminary estimate from the body shop has been accepted by Toyota
5. Coordinating repair of the vehicle at a body shop
6. Ensuring the body shop is provided with, and follows, the Customer Support Program ZGK Paint Repair
Process
Non-Toyota Certified Repair Facility
After your dealership has confirmed that the condition is covered by this program and completed the website
process, your dealership may sublet the repainting repair to a non-Toyota certified repair facility (third-party
collision repair facility, body shop, etc.). A Toyota certified collision center is not required to perform the
repainting repair.
Parts Recovery Procedures
All parts replaced 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.
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 ZKG - D - Page |6
Warranty Reimbursement Procedures
Verify Vehicle Eligibility
Check TIS Vehicle
Did Inquiry System
to verify vehicle eligibility
Not Covered
No further action required
Covered
Confirm that paint condition is
covered.
Not Covered
Follow the inspection procedure
in T-SB-0162-19 (Toyota) or
S-SB-0004-19 (Scion).
Confirm if any vehicle
damage may prevent
paint repairs
Damage
Inform customer that body shop may
not be able to perform the CSP until
the damage is repaired at the
Customer’s expense
No damage
Upload photos of peeling
panel(s) to website.
Additional panels found
peeling during repair?
Obtain preliminary estimate
from body shop.
Remember to share the Customer
Support Program ZKG Paint Repair
Process to the body shop
Input estimate details
(labor hours, etc..)
into the website for approval
Not approved
(rejected)
Follow the tips in the website for
getting the estimate approved
Approved
Ensure Customer Support
Program ZKG Paint Repair
Process has been shared to
body shop
Repair vehicle.
Vehicle is authorized to receive repair
under ZKG (warranty authorization code
is issued by website).
Return vehicle to customer.
Op Code
ZKG001
Description
Repaint the affected panel(s)
Flat Rate Hours
0.3
Note that a warranty authorization code must be issued by the website prior to authorizing any repairs. Include
the code in the CCR of the claim.
•
The flat rate time includes 0.3 hours for administrative cost per unit for the dealership which includes the
administrative time to upload photos and body shop preliminary estimate details to the website.
Sublet:
• The total cost of the final invoice from the body shop should be included in the sublet section as sublet
type “PT”. A copy of the invoice is required to be attached.
• DO NOT include the actual cost of parts in the sublet section. The actual cost of parts should be subtracted
from the sublet bill if they are included in the body shop’s final invoice. Parts should ONLY be claimed in
the parts section of the warranty claim.
• In the very rare case that your dealership was required to use the damp cloth confirmation procedure
described in T-SB-0162-19 (Toyota) or S-SB-0004-19 (Scion), claim the cost under sublet type “ZZ” using
the following formula: 0.3 hours x Dealer Hourly Warranty Labor Rate x the number of panels where the
condition was confirmed using the damp cloth confirmation procedure. Photos must be attached to the
claim showing that the condition exists after the damp cloth confirmation.
Customer Support Program ZKG - D - Page |7
Loaner Vehicle Reimbursement Procedure
The cost of providing a loaner vehicle for the period that the vehicle is undergoing repairs though Toyota
Rent-A-Car (TRAC) may be claimed at a maximum rate of $35.00 per day as sublet type “RT”. The maximum
allowable claimable days should follow the table below.
Total “Body” + “Paint” Labor Hours from
Body Shop Invoice
0-3
4-8
9-16
17-24
25-32
33-40
41-48
49-56
57-64
65-72
73-80
81-88
89-96
97-104
105-112
113-120
•
•
Maximum Claimable Loaner Vehicle Days
0
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
For rentals that exceed the maximum number of allowable days and/or dollars per day, refer to the Toyota
Transportation Assistance Policy (TTAP) for DSPM authorization requirements.
Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice
is not attached.
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 2 – Customer Renotification and Repair Phase
Repair is Now 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: December 4, 2019
◄ IMPORTANT UPDATE ►
DATE
December 12, 2019
TOPIC
This document has been updated to clarify that only authorized Toyota dealerships
are authorized to confirm if the paint peeling condition is covered by this program.
However, after confirming that the paint peeling condition is covered by this
program, the authorized Toyota dealership may choose to coordinate to have the
repainting repair performed by a non-Toyota repair facility (e.g. third-party collision
repair facility, body shop, etc).
The most recent update will be highlighted with a red box.
Q1:
A1:
Q2:
A2:
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:
What specific paint colors are affected by this condition?
A1a:
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 going to do?
In early August 2019, Toyota announced the “Customer Notification Phase” of this program. Toyota is
now launching the repair portion of this program
FAQ Page 1 of 5
© 2019 Toyota Motor Sales, USA
Q3:
A3:
How will owners be re-notified that the repair is available for their vehicle?
In the interest of customer satisfaction, Toyota first notified owners via first class mail between late
August 2019 and mid-September 2019 about this program, provided a process for reimbursing out of
pocket expenses associated with this condition incurred prior to September 26, 2019, and informed
owners that Toyota is working on the repair for their vehicle.
Toyota will now re-notify owners by first class mail regarding the availability of the repair phase starting
in mid-December 2019.
Q4:
A4:
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
Q4a:
Are there any other vehicles covered by this Customer Support Program in the U.S.?
A4a:
Yes, there are approximately 5,780 2008 – 2009 model year Lexus GX 470 vehicles covered by
this Customer Support Program.
FAQ Page 2 of 5
© 2019 Toyota Motor Sales, USA
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