Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: February 27, 2020
To:

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

CUSTOMER SUPPORT PROGRAM 20TE02
Certain 2017 Model Year Tacoma Vehicles Painted with Blazing Blue (8T0) Paint Color
Coverage for Flaking or Peeling of Factory-Applied Paint Clear Coat Layer
Model / Years
2017 Tacoma

Production Period
Late January 2017 – Early March
2017

Approximate Total Vehicles
1,100

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Flaking or Peeling of the factory-applied clear coat layer on certain 2017
Tacoma vehicles painted with Blazing Blue (8T0) paint color.
Background
Toyota has received reports of the factory-applied paint’s clear coat layer flaking or peeling on exterior metal
body panels of certain 2017 model year Tacoma vehicles with the original factory-applied Blazing Blue paint
color.
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.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE02 - D - Page |2

Customer Support Program Details
This Customer Support Program provides coverage for involved vehicles with the original factory Blazing
Blue paint. The covered condition may occur when the clear coat layer of the factory applied paint begins
to flake or peel from any exterior metal body panel.
•
•
•

If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab, the entire cab will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
truck bed, the entire truck bed will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab and truck bed, the entire vehicle will be repainted.

This coverage will be offered for 10 years from the vehicle’s 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 a 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 clear coat flaking or peeling condition is covered by this
program. However, after confirming that the clear coat flaking or 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).

Covered Vehicles
There are approximately 1,100 vehicles covered by this Customer Support Program. Note than none of these
vehicles were distributed to Puerto Rico.
Owner Letter Mailing Date
Toyota will notify owners in March 2020. A sample of the owner notification letter has been included for
your reference.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE02 - D - Page |3

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. If use of these products is required, include them in the sublet type “PT” on the
warranty claim. Read below for warranty claim filing instructions.
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.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE02 - D - Page |4

Technician Training Requirements
These technician training requirements only apply to the Toyota dealership technician performing the
inspection procedure in the T-SB-0004-20 (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 T-SB-0004-20 are required to successfully complete the most current version
of the E-Learning course “Safety Recall and Service Campaign Essentials”. To ensure that the T-SB-0004-20 is
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 inspection procedure in T-SB-0004-20 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 T-SB-0004-20. 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.

NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE02 - D - Page |5

Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0004-20.
Follow the chart below to determine which portion of the vehicle should be painted based on the location of
the peeling. Note that the “cab” includes the cab, hood, roof, and doors.

Is the clear coat flaking or peeling
condition present on the vehicle?
Yes
Is the condition present ONLY on
cab?

Yes

Repaint Re
cab ONLY

Yes

Re
Repaint bed
ONLY

Yes

Re
Repaint entire
vehicle

No
Is the condition present ONLY on
bed?
No
Is condition present on cab and
bed?

Note that plastic panels are not affected by the condition covered by this program. However, the vehicle’s
exterior plastic panels may be repainted to match the rest of the vehicle if necessary.
Non-Toyota Certified Repair Facility
After your dealership has confirmed that the condition is covered by this program, your dealership may sublet
the repainting repair to a non-Toyota certified repair facility (third-party collision repair facility, body shop,
etc.) if necessary. 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.
© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE02 - D - Page |6

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.
Op Code
BLP001
•

•

•
•

Description
Repaint the cab, the bed, or the
entire vehicle

Flat Rate Hours
0.1

File a single claim for 20TE02 only, and only file the claim after the vehicle has been repaired. Do not file a
claim prior to the vehicle completing repair. You should not file more than one claim per vehicle for
20TE02.
Sublet the cost of the repainting repair as sublet type “PT”. A copy of the final invoice is required to be
attached to the claim. Note that refinishing products and surface preparation products such as paints,
primers, sand paper, metal conditioner, etc. may also be included in this sublet.
The flat rate time includes 0.1 hours of administrative cost per unit for the dealer.
A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed up to
a maximum of 17 days at a maximum rate of $60.00 per day as a sublet type “RT” under Op Code BLP001.
o 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.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental
invoice is not attached.

© 2020 Toyota Motor Sales, USA

Customer Support Program 20TE02 - D - Page |7

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 Op Code 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.

Campaign Designation / Phase Decoder

19TA01
19

T

A

01

Year Campaign
is Launched

Vehicle Make

Field Action Category and Phase

Field Action Sequence

A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
F = Emissions Recall

01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year

19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...

T = Toyota
L = Lexus

(May use other characters in unique
cases)

(The sequence is unique for each
Field Action category)
(May use other characters in
unique cases)

Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021

Please review this entire package with your Service and Parts staff to familiarize them with the proper step-bystep procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2020 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM 20TE02
Certain 2017 Model Year Tacoma Vehicles Painted with Blazing Blue (8T0) Paint Color
Coverage for Flaking or Peeling of Factory-Applied Paint Clear Coat Layer
Frequently Asked Questions
Original Publication Date: January 27, 2020.
Q1:
A1:

Q2:
A2:

Q3:
A3:

What is the condition?
Toyota has received reports of the factory-applied paint’s clear coat layer flaking or peeling on exterior
metal body panels of certain 2017 model year Tacoma vehicles with the original factory-applied
Blazing Blue paint color.

Q1a:

What specific paint colors are affected by this condition?

A1a:

The vehicles involved in this program were factory-painted with Blazing Blue (Toyota paint
code 8T0) paint color

What is Toyota going to do?
In March 2020, Toyota will send an owner notification letter by first class mail advising owners of this
Customer Support Program.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,100 vehicles covered by this Customer Support Program.
Model Name

Model Year

Production Period

Tacoma

2017

Late January 2017 – Early March 2017

Q3a:

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in
the U.S.?

A3a:

No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program.

FAQ Page 1 of 4
© 2020 Toyota Motor Sales, USA

Q4:
A4:

What are the coverage details of this program?
This Customer Support Program provides coverage for involved vehicles with the original factory
Blazing Blue paint. The covered condition may occur when the clear coat layer of the factory applied
paint begins to flake or peel from any exterior metal body panel.
•
•
•

If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab, the entire cab will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the
vehicle’s truck bed, the entire truck bed will be repainted.
If the clear coat flaking or peeling condition is verified on any metal body panel area on the vehicle’s
cab and truck bed, the entire vehicle will be repainted.

This coverage will be offered for 10 years from the vehicles 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 clear coat flaking or peeling
condition is covered by this program. However, after confirming that the clear coat flaking or 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.).

FAQ Page 2 of 4
© 2020 Toyota Motor Sales, USA

Q5:

What if my vehicle’s paint clear coat layer is flaking or peeling from this condition, but my vehicle has
damage that requires repair prior to repairing the peeling condition?

A5:

This Customer Support Program only provides the coverage described above. This program does not