Toyota Motor Sales, U.S.A., Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 7, 2021
To:

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

SPECIAL SERVICE CAMPAIGN 21TC02 (Remedy Notice)
Certain 2021 Model Year Supra Vehicles
Improper Programing in a 12V Battery Management System
Model / Years
2021 Supra

Production Period
Early July 2020 – mid-November 2020

Approximate Total Vehicles
700

Condition
Due to a software error in the battery management system of the 12V battery located under the vehicle’s hood,
the engine auto Stop/Start functionality could become deactivated.
Remedy
Any authorized Toyota dealer will replace the 12V battery located under the vehicle’s hood with one that has
proper programming FREE OF CHARGE to customers.
Covered Vehicles
There are approximately 700 vehicles covered by this Special Service Campaign. There are no vehicles covered
by this campaign that were distributed to Puerto Rico.
Note: The Supra vehicles covered by this campaign are equipped with the 2.0 liter 4-cylinder engine. Supra
vehicles equipped with 6-cylinder engine are not covered by this Special Service Campaign.

© 2021 Toyota Motor Sales, USA

Special Service Campaign 21TC02 - D - Page |2

Owner Letter Mailing Date
Toyota will notify owners in October 2021. A sample of the owner notification letter has been included for your
reference.
Toyota makes significant effort to obtain current customer name and address information from each state
through industry resources when mailing owner letters. In the event your dealership receives a notice for a
vehicle that was sold prior to the Special Service Campaign announcement, it is the dealership’s responsibility
to forward the owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who
has not yet received a notification, please verify eligibility by confirming through TIS prior to performing
repairs. Dealers should perform the repair as outlined in the Technical Instructions found on TIS.

© 2021 Toyota Motor Sales, USA

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Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Toyota requests that dealers complete this Special Service Campaign on any
new or used vehicles currently in dealer inventory that are covered by this Special Service Campaign prior to
customer delivery. However, if the campaign cannot be completed (for example, due to remedy parts
availability), delivery of a covered vehicle is acceptable if disclosed to the customer that the vehicle is involved
in a Special Service Campaign.
Toyota expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle
buyer information. Dealers are expected to provide a copy of the completed form, along with the most current
FAQ, to the vehicle buyer. Toyota and the dealer may use this information to contact the customer when the
remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the
subject line of the email state “Disclosure Form 21TC02” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle
Inventory Summary available in Dealer Daily (Non SET and GST dealers: https://dealerdaily.toyota.com/). The
Vehicle Inventory Summary may take up to 4 hours to populate information for newly launched campaigns.
Toyota Certified Used Vehicle (TCUV)
The TCUV policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service
Campaign, or Limited Service Campaign. Thus, no affected units are to be designated, sold, or delivered as
a TCUV until all applicable Safety Recalls, Special Service Campaigns, and Limited Service Campaigns have
been completed on that vehicle.

© 2021 Toyota Motor Sales, USA

Special Service Campaign 21TC02 - 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 Special Service Campaign. 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, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
Salvage Title Vehicles
Every attempt should be made to complete an open Special Service Campaign when circumstances permit,
unless noted otherwise in the SSC dealer letter.
For complete details on this policy, refer to Toyota Warranty Policy 4.17, “What Is Not Covered by The Toyota
New Vehicle Limited Warranty”.
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 also 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.
Part Number
28800-WAA13
90118-WA243
90118-WA253

Description
BATTERY
HEXAGON SCREW WITH FLANGE
HEXAGON SCREW WITH FLANGE

Quantity
1
4
4

90118-WA243 and 90118-WA253 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. 28800-WAA13 is not returnable, DO NOT ORDER FOR STOCK.

© 2021 Toyota Motor Sales, USA

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Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing
this recall 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 recall repair are required to currently have completed all of the following courses:
•

TIN519B – GR Supra New Model Technical Introduction

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
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service
Campaigns on the vehicle during the time of appointment.
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have
the repair performed correctly, please designate at least one associate (someone other than the individual
who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.

© 2021 Toyota Motor Sales, USA

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Recycling Instructions – Battery
Toyota has partnered with Call2Recycle to support dealers with a FREE OF CHARGE recycling method for the
12 Volt Lithium Ion battery replaced under this campaign (28800-WAA13). Replaced batteries will be shipped
in compliance with DOT and EPA regulations and responsibly recycled through the Call2Recycle program.
There is NO CHARGE TO DEALERS at any point during this recycling/shipping process.

Battery Recycling Steps
1. Retain the replacement battery’s packaging (box with all internal foam insert pieces) to return the used
battery in. If not available or not in good condition, an optional recycling kit with new box will be
available from Call2Recyle.
2. As soon as the battery is removed from the vehicle, print and fill out the 12V Li-ion Used Batteries Label
then affix it to the side of the battery package with packing tape. For “Accumulation Start Date”, write
the date that the battery was removed from the vehicle. Click this link to access the label.
3. Order a recycling kit by visiting http://www.call2recycle.org/toyota12v or calling 1-888-528-0107.
4. After the kit arrives at your dealer prepare the kit for return shipping. Preparation instructions are
included in the kit. Preparation instructions for each kit type may also be downloaded from the
following links.
• Battery Recycling Label Pack (most common – labels applied to original battery box)
• New Battery Recycling Kit (optional – a new pre-labeled box)
Note: To assure prompt battery recycling and related compliance with EPA regulations, complete steps
1-4 and deliver the completed battery recycling kit to your UPS driver as soon as practical.

© 2021 Toyota Motor Sales, USA

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Parts Recovery/Disposal Procedures
All parts replaced as part of this Special Service Campaign, except the battery as noted above, are subject to
the following standard policies: All parts replaced 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.
Vehicles Emission Recall Proof of Correction Form (California only)
As this Special Service Campaign includes emission related parts, California dealers are requested to fill out
the Vehicle Emissions Recall – Proof of Correction form after repairs have been completed. The vehicle owner
may require this form for vehicle registration renewal. It is important to note that the forms are an official state

document and blank forms must be secured to prevent misuse.
Booklets can be ordered from the MDC (material number 0041092007).
Please complete the form and provide it to the owner. The first
non-completed VINs will be submitted to the California state
DMV by early May 2022. If the vehicle owner’s warranty claim will
not be processed and paid prior to this date, please be sure to complete a form and provide it to a California
owner.

© 2021 Toyota Motor Sales, USA

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Warranty Reimbursement Procedures
Warranty Reimbursement Procedure

Verify Vehicle Eligibility
1. Confirm vehicle VIN matches the R.O.
2. Check the TIS Vehicle Inquiry System

Not Covered

No further action required

Covered

Replace 12-volt sub-battery

Register 12-volt sub-battery

Campaign completed, return
the vehicle to the customer

Op Code
TC0201
•

Description
Replace 12-volt li-ion sub-battery

Flat Rate Hours
1.4 hrs

The flat rate times include 0.1 hours for administrative cost per unit for the dealership.

Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Special Service Campaign. 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.

© 2021 Toyota Motor Sales, USA

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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 Special Service Campaign.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2021 Toyota Motor Sales, USA

SPECIAL SERVICE CAMPAIGN 21TC02 (Remedy Notice)
Certain 2021 Model Year Supra Vehicles
Improper Programing in a 12V Battery Management System
Frequently Asked Questions
Original Publication Date: October 7, 2021
Q1:
A1:

Q2:
A2:

What is the condition?
Due to a software error in the battery management system of the 12V battery located under the
vehicle’s hood, the engine auto Stop/Start functionality could become deactivated.

Q1a:

What is the engine auto Start/Stop function?

A1a:

The auto Start/Stop function switches the engine off automatically while stationary to save
fuel.

What is Toyota going to do?
In October 2021, Toyota will send an owner notification by first class mail advising owners to make an
appointment with their authorized Toyota dealer to have the 12V battery located under the vehicle’s
hood replaced with one that has proper programming FREE OF CHARGE to customers.
NOTE (Customers who live in the state of California)
The state of California requires the completion of Safety Recalls / Service Campaigns on emission
related parts prior to vehicle registration renewal. In addition, the State requires that every vehicle
must pass an emission test (SMOG Check) every two years and before it is sold. Without the completion
of this FREE Special Service Campaign, the California Air Resources Board (CARB) will not allow your
vehicle to be registered. State of California Regulations require Toyota to provide the Department of
Motor Vehicles with a record of all vehicles that have not had the Special Service Campaign completed.
Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the
campaign has been completed. Please ensure you retain this form, because the DMV may require that
you supply proof that the campaign has been completed during your vehicle registration renewal
process.

FAQ Page 1 of 2
© 2021 Toyota Motor Sales, USA

Q3:
A3:

Which and how many vehicles are covered by this Special Service Campaign?
There are approximately 700 vehicles covered by this Special Service Campaign.
Model Name

Model Year

Production Period

Supra

2021

Early July 2020 – mid-November 2020

Note: The Supra vehicles covered by this campaign are equipped with the 2.0 liter 4-cylinder engine.
Supra vehicles equipped with 6-cylinder engine are not covered by this Special Service Campaign.

Q4:
A4:

Q5:
A5:

Q6:
A6:

Q3a:

Are there any other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign in
the U.S.?

A3a:

No, there are no other Lexus/Toyota/Scion vehicles covered by this Special Service Campaign.

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

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 Brand Engagement Center (1888-270-9371) - Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.

FAQ Page 2 of 2
© 2021 Toyota Motor Sales, USA

TOYOTA
Certain 2021 Model Year Supra Vehicles
Improper Programing in a 12V Battery Management System
Special Service Campaign (Remedy Notice)
[VIN]

E

Dear Toyota Customer:
At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing
efforts to provide superior customer satisfaction, Toyota is announcing a Special Service Campaign, which
includes your vehicle.

PL

You received this notice because our records, which are based primarily on state registration and title data,
indicate that you are the current owner.
What is the condition?
Due to a software error in the battery management system of the 12V battery located under the vehicle’s hood,
the engine auto Stop/Start functionality could become deactivated.

M

What will Toyota do?
Any authorized Toyota dealer will replace the 12V battery located under the vehicle’s hood with one that has
proper programming FREE OF CHARGE to you.
What should you do?

The remedy repair will require parts replacement. We recommend you contact your dealer to schedule
an appointment in advance to confirm parts availability and minimize your inconvenience.

SA

Before you are inconvenienced by this condition, any authorized Toyota dealer will replace the 12V
battery located under the vehicle’s hood with one that has proper programming FREE OF CHARGE to
you.

Please contact your authorized Toyota dealer to make an appointment to have this remedy repair
performed.

The remedy will take approximately one and one half hours. However, depending on the dealer’s work
schedule, it may be necessary to make your vehicle available for a longer period of time.

What if you live in California and don’t have this Special Service Campaign performed?
The state of California requires the completion of Safety Recalls / Service Campaigns on emission related parts
prior to vehicle registration renewal. In addition, the State requires that every vehicle must pass an emission
test (SMOG Check) every two years and before it is sold. Without the completion of this NO CHARGE Special
Service Campaign the California Air Resources Board (CARB) will not allow your vehicle to be registered. State
of California Regulations require Toyota to provide the Department of Motor Vehicles with a record of all
vehicles that have not had the Special Service Campaign completed.

What if you have other questions?

Your local Toyota dealer will be more than happy to answer any of your questions.

For more information on this and other campaigns, please visit www.toyota.com/recall.
If you require further assistance, you may contact the Toyota Brand Engagement Center (1-888-270-9371)
- Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern Time.

PL

•
•
•

E

Your Toyota dealer will provide you with a Vehicle Emissions Recall Proof of Correction Form after the
campaign has been completed. Please ensure you retain this form, because the DMV may require that you
supply proof that the campaign has been completed during your vehicle registration renewal process.

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.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.

M

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.
Sincerely,

SA

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

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

CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for TCUV units.
.

This vehicle is involved in a Special Service Campaign. At this time, remedy parts are not available and the
remedy has NOT been performed. I understand that the vehicle will need to be returned to an authorized
Toyota dealer to have the remedy performed at NO CHARGE when the remedy is available.
Customer Signature
Toyota recommends that you register with the Toyota Owners Community at http://www.toyota.com/owners/
and regularly check recall applicability using www.toyota.com/recall or www.safercar.gov. You will need to
input your 17-digit Vehicle Identification Number (VIN).
VIN

Campaign Code

Model

Model Year

Customer Information
Customer Name

Customer Email

Customer Address

Home Phone #
Mobile Phone #
Date

Please provide this information so that Toyota or your dealer can notify you when the remedy becomes
available. This information will only be used for campaign communications. If you’d like to update your
preferred contact information in the future, visit www.toyota.com/ownersupdate or contact us at 1-888270-9371.
Dealer Information
Dealer Name/Address

Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2021 Toyota Motor Sales, USA – Version 3c