Slip Indicator

PCS system warning message

Check Engine Warning
Light

(Yellow Light)

Electronically Controlled
Brake System Warning
Light

(if equipped)
NOTE: If PCS
equipped.
Display switches

Slip Indicator

Check Engine Warning Light

Electronically Controlled Brake
System Warning Light
(Yellow Light)

FAQ Page 2 of 5
© 2020 Toyota Motor Sales, USA

Q2:
A2:

What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in mid-October 2020, advising owners
of this Customer Support Program.
If the owner experiences the Warning Lights and Warning Messages (shown above) and the vehicle
enters Fail-Safe Driving Mode, he/she should contact his/her local authorized Toyota dealership for
diagnosis and repair. Safety Recall 20TA10 must first be completed on the vehicle before this Customer
Support Program is performed (if applicable). If the condition is covered by the terms of this Customer
Support Program, an appropriate remedy will be performed at no charge to the vehicle’s owner. This
Customer Support Program covers failure of the IPM and other internal inverter components
potentially damaged by IPM failure. Please see your local authorized Toyota dealer for additional
details.

Q3:
A3:

Q4:
A4:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 266,600 vehicles covered by this Customer Support Program. Approximately
120 vehicles were distributed to Puerto Rico.
Model Name

Model Year

Production Period

Prius
Prius V

2013 - 2015
2014 - 2017

Mid-March 2013 – Early November 2015
Late June 2014 – Late November 2017

What are the details of this program?
This Customer Support Program provides coverage as it applies to failure of the Intelligent Power
Module (IPM). The vehicles covered under this Customer Support Program must first have Safety Recall
20TA10 performed. If the condition is verified, an appropriate remedy will be performed under the
terms of this Customer Support Program.
•

The coverage will be offered for 15 years with no mileage limitation from the date of first use

(DOFU).
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.

FAQ Page 3 of 5
© 2020 Toyota Motor Sales, USA

Q5:
A5:

Q6:
A6:

Which part(s) are covered by this Customer Support Program?
This condition is indicated by hybrid system diagnostic trouble codes (DTCs): P0A94, P324E, P3004,
and/or P0A1A. If any of these DTCs are present, this Customer Support Program covers failure of the
IPM and other internal inverter components potentially damaged by IPM failure.

What should an owner do if experiencing this condition?
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
FREE OF CHARGE to the owner.

Q6a:

What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?

A6a:

Please be aware that, if the condition is not covered by this Customer Support Program, you
may be responsible for the initial diagnostic fees and any other repairs you may decide to have
performed. Any authorized Toyota Dealership can determine if a condition is covered by this
Customer Support Program.

Q7:

What if the dealer performs diagnosis and determines that the vehicle does not have the conditions
covered by this Customer Support Program?

A7:

The warning lights and stored hybrid system DTCs can be triggered due to conditions detected not
specific to the inverter assembly and its internal components. These additional conditions may require
diagnosis or repairs not specifically covered by this Customer Support Program. Please be aware that
if the condition does not relate to the DTCs or warning lights, vehicle owners may be responsible for
the initial diagnostic fees and any other repairs they decide to have performed. Any authorized Toyota
Dealership can determine if a condition is covered by this Customer Support Program.

Q8:
A8:

What if an owner HAS NOT experienced this condition but would like to have the repair completed?

Q9:
A9:

Q10:
A10:

This Customer Support Program only applies to vehicles that have exhibited the condition described
above. If an owner has not experienced the condition, he/she is asked to tear off the sheet included in
the owner letter and insert it into the Owner’s Warranty Information Booklet for future reference.

How long will the repair take?
Replacement of the IPM and other internal inverter components potentially damaged by IPM failure
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.

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

FAQ Page 4 of 5
© 2020 Toyota Motor Sales, USA

Q11:
A11:

Q12:
A12:

How does Toyota obtain my mailing information?
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.

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center
at 1-888-270-9371 Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to 4:30 pm Central
Time.

FAQ Page 5 of 5
© 2020 Toyota Motor Sales, USA

TOYOTA
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024

CUSTOMER SUPPORT PROGRAM NOTIFICATION

E

[VIN]
Dear Toyota Owner:

PL

At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
efforts to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.
Toyota has received some reports where the Intelligent Power Module (IPM) located inside the inverter
assembly of the hybrid system may fail.

M

This Customer Support Program provides coverage as it applies to the Intelligent Power Module (IPM). The
specific condition covered by this program is failure of the Intelligent Power Module (IPM) located inside the
inverter assembly of the hybrid system. This condition is indicated by hybrid system diagnostic trouble codes
(DTCs): P0A94, P324E, P3004, and/or P0A1A that your dealer can find by use of a special diagnostic tool. If
one or more of these DTCs are detected, various warning lamps on the instrument panel will also illuminate
and the vehicle will enter fail safe driving mode. The vehicles covered under this Customer Support Program
must first have Safety Recall 20TA10 performed. If the condition is verified, an appropriate remedy will be
performed under the terms of this Customer Support Program

Coverage

SA

15 years from the date of first use (DOFU) with no mileage limitation.

If this condition occurs, various warning lamps shown below will illuminate on the instrument panel if the
Intelligent Power Module (IPM) fails. The vehicle will also enter a fail-safe driving mode.
Warning Lights
Prius V Without Multi-Information
Display (MID)

Warning Lights
Prius V With Multi-Information Display (MID) and
Prius
Master Warning Light

E

Hybrid system warning

.

Hybrid system warning message

PL

Slip Indicator

PCS system warning message
(if equipped)

Check Engine Warning
Light

NOTE: If PCS
equipped.

Display switches

SA

M

(Yellow Light)

Electronically Controlled
Brake System Warning
Light

Slip Indicator

Check Engine Warning Light

Electronically Controlled Brake
System Warning Light

(Yellow Light)

What should you do?

Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future
reference. If you have not experienced the condition described in the Customer Support Program Details
below, 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. 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.
What if you have other questions?

•
•
•

Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
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.

If you would like to update your vehicle ownership or contact information, please visit
https://www.toyota.com/recall/update-info-toyota.You will need your full 17-digit Vehicle Identification
Number (VIN) to input the new information.

E

What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repairs related to this condition, please mail a copy of your repair details (for
example: a repair order), proof-of-payment, and ownership information to the following address for
reimbursement consideration:

PL

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.

M

We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret
any inconvenience this condition may have caused you.
Thank you for driving a Toyota.
Sincerely,

SA

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

▼ Remove at perforation and place in the back of your owner’s manual ▼

•

PL

E

This Customer Support Program provides coverage as it applies to the
Intelligent Power Module (IPM). The specific condition covered by this
program is failure of the Intelligent Power Module (IPM) located inside
the inverter assembly of the hybrid system. This condition is indicated by
hybrid system diagnostic trouble codes (DTCs): P0A94, P324E, P3004,
and/or P0A1A that your dealer can find by use of a special diagnostic
tool. If one or more of these DTCs are detected, various warning lamps
on the instrument panel will also illuminate and the vehicle will enter fail
safe driving mode. The vehicles covered under this Customer Support
Program must first have Safety Recall 20TA10 performed. If the condition
is verified, an appropriate remedy will be performed under the terms of
this Customer Support Program
*.

A voluntary Customer Support Program has been initiated for your vehicle

Customer Support Program Details

The Coverage will be offered for 15 years from the date of first use,
regardless of mileage.

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
#
Date of First Use

SA

M

*Please see your Toyota dealer for additional
details

TOYOTA
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:

Is this a recall?
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

Q4:
A4:

Q5:
A5:

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.

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.

Which part(s) are covered by this Customer Support Program?

Refer to the owner letter to find the specific component(s) covered by this program.

What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be
responsible for the initial diagnostic fees and any other repairs you may decide to have performed. Any
authorized Toyota Dealership can determine if a condition is covered by this Customer Support
Program.

SA

Q6:
A6:

No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please tear off and insert the sheet
from the bottom of the owner letter into the back of your owner’s manual for future reference.

PL

Q3:
A3:

If my vehicle does not have this condition, do I need to make an appointment with my dealership?

M

Q2:
A2:

E

Program.