Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: January 12, 2021
To:

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

CUSTOMER SUPPORT PROGRAM 20TE01
Certain 2016–2017 Model Year Land Cruiser
Coverage for Repairs for Air Conditioner (A/C) Servo Motor Malfunction
Model / Years

Production Period

2016– 2017 Land Cruiser

Late August 2015 – Late June 2017

Approximate Total
Vehicles
6,800

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for Repairs for air conditioner (A/C) servo motor malfunction.
Background
There is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could lead to
inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at the selected
temperature, and/or air not coming out of the selected A/C vent of the vehicle.
Although the A/C servo motors are 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 A/C servo motor(s) that have an internal electrical malfunction which
could lead to the symptoms 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

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Customer Support Program Details
This Customer Support Program provides coverage as it applies to the A/C servo motor(s). The specific
condition covered by this program is an internal electrical malfunction in the A/C servo motor(s) which
could lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out
at the selected temperature, and/or air not coming out of the selected A/C vent of the vehicles. In addition
to internal malfunctions, specific Diagnostic Trouble Codes (DTCs) B1441, B1442, B1443, B1445, B1446,
B1447, B1448, B1449, B1457, B1458, B1486 and/or B1488 may be stored in the vehicles memory to be used
as verification. If the owner experiences the condition described above, they should contact their local
authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will reprogram the A/C
control module, test the A/C servo motor(s) and, if necessary, replace any failed servo motor(s) with a new
one(s) FREE OF CHARGE for the period described below.
•
•

The Primary Coverage offers coverage until January 12, 2022, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 7 years or 125,000 miles
from the date of first use, whichever occurs first.

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.

Covered Vehicles
There are approximately 6,800 vehicles covered by this Customer Support Program. There are approximately
20 vehicles in Puerto Rico involved in this Customer Support Program.
Owner Letter Mailing Date
Toyota will begin to notify owners starting in late January 2021 and will be mailed over several months. A
sample of the owner notification letter has been included for your reference.

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 Brand Engagement
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.

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Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been
branded as salvage, total loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every
attempt should be made to complete an open emission related CSP when circumstances permit, unless noted
otherwise in the CSP dealer letter.
•

This CSP IS NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage
unknown, or similar title are NOT ELIGIBLE for coverage under this CSP.

For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
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 Ed Hellwig (469) 292-1165 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
It is possible that parts for 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. Dealers can identify which parts ordering method to use by reviewing the parts information
section of Dealer Daily and checking for a MAC code on the part numbers below. For MAC code C, order
through CPOR. For MAC code D, refer to the MAC report for further 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 as per T-SB-0000-00 and order the
applicable parts identified by following the T-SB.
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 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 this repair at all times.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0000-00.
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.

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Notes:
•

Dealers may claim the cost for Super Long Life Coolant under all Op Codes above except 20T101 at a
maximum amount of $63.00 per vehicle as sublet type “OF”.

•

Dealers may claim the cost for refrigerant under all Op Codes above except 20T101 at a maximum
amount of $35.00 per vehicle as sublet type “AC”.

•

A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed
up to a maximum of 1 day at $35.00 per day as a sublet type “RT” under Op Codes 20T102, 20T103,
20T114, 20T115, and 20T119.

•

A loaner vehicle or alternative transportation through the Toyota Rent-A-Car (TRAC) can be claimed
up to a maximum of 2 days at $35.00 per day as a sublet type “RT” under Op Codes 20T104, 20T105,
20T106, 20T107, 20T108, 20T109, 20T110, 20T111, 20T112, 20T113, 20T116, 20T117, 20T118, , 20T120,
20T121, 20T122, 20T123, 20T124, 20T125, 20T126, 20T127, 20T128, 20T129, 20T130, 20T131, 20T132,
20T138, 20T139, 20T140, 20T141, 20T142, 20T143, 20T144, 20T145, 20T146, 20T147, and 20T148.

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.

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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.

© 2019 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM 20TE01
Certain 2016-2017 Model Year Land Cruiser
Coverage for Repairs for Air Conditioner (A/C) Servo Motor Malfunction
Frequently Asked Questions
Original Publication Date: January 12, 2021
Q1:
A1:

Q2:
A2:

What is the condition?
There is a possibility that the A/C servo motor(s) have an internal electrical malfunction which could
lead to inconsistent air temperature coming from the air conditioner (A/C) vents, air not coming out at
the selected temperature, and/or air not coming out of the selected A/C vent of the vehicle.

Q1a:

What is a servo motor?

A1a:

Servo motors control the doors located within the Heating, Ventilation and Air Conditioning
unit. These doors open and close to control the flow of hot or cold air. The doors also direct
air to the desired mode/vent setting on the subject vehicle’s A/C controls (Windshield
Defogger, Left Hand Side, Right Hand Side, Feet, etc.).

Q1b:

Are there any signs or indications that my vehicle may have this condition?

A1b:

If the customer notices uneven temperatures from A/C vents, air not coming out of the correct
vent, or air not coming out at the selected temperature, the vehicle may be experiencing the
concern described above. However, the owner should contact their dealership for diagnosis
to confirm the condition.

What is Toyota going to do?
Toyota will send an owner notification by first class mail starting in late January 2021, advising owners
of this Customer Support Program. Owner notifications will be mailed over several months.
If the owner experiences the condition described above, they should contact their local authorized
Toyota dealership for diagnosis. If the condition is verified, the dealer will reprogram the A/C control
module, test the A/C servo motor(s) and, if necessary, replace any failed servo motor(s) with a new
one(s) FREE OF CHARGE for the period described below.

FAQ Page 1 of 3
© 2019 Toyota Motor Sales, USA

Q3:
A3:

Q4:
A4:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 6,800 vehicles covered by this Customer Support Program.
Model Year