Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 26, 2023
To:

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

CUSTOMER SUPPORT PROGRAM 23TE08 (Interim Notice)
Phase 1 - Customer Notification Phase
Repair Not Yet Available
Certain 2016-2022 Model Year Tacoma
Coverage for Paint Peeling on Door Frames + Front Inner Fenders
Model / Years
2016 – 2022 Tacoma

Production Period
Early September 2015 - Late September 2021

Approximate Total Vehicles
142,460

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for paint peeling on door frames and front inner fenders on certain 2016-2022
model year Tacoma vehicles.
Background
Toyota has received some reports of paint peeling along the exterior door window frames and front inner
fenders under the hood on certain Tacoma vehicles with 040 Super White paint color.
Although the vehicle paint is covered by Toyota’s New Vehicle Limited Warranty for three 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.

© 2023 Toyota Motor Sales, USA

Customer Support Program 23TE08 - Page |2

Examples of exterior window door frame paint peeling

Examples of front inner fender paint peeling

Customer Support Program Details
This Customer Support Program provides coverage for paint peeling along the exterior window door frames
and front inner fender edges under the hood of certain 2016-2022 model year Tacoma vehicles at no cost
to the customer. The specific condition covered by this program only involves double cab vehicles produced
from a specific manufacturing facility with the original factory-applied Super White paint color.
Toyota will begin to notify customers of the interim launch starting in late October 2023.
Toyota is working on the repair procedures and obtaining necessary materials to complete the repair for
the affected vehicles, and we anticipate that this may take several months. Once those preparations are
complete, Toyota will begin notifying customers that repairs are ready to be performed under this program
through a second letter. Letters will be sent over several months.
At that point, if a customer has experienced the condition, they should contact their local authorized Toyota
dealership for diagnosis and inspection.
If the condition is verified, the dealer will arrange to have the repair performed in accordance with the terms
of this Customer Support Program.

Custom er Support Program 23TE08 Page |3

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

Covered Vehicles
There are approximately 142,460 vehicles covered by this Customer Support Program, none of which were
distributed to Puerto Rico.
Phased Launch Schedule
The repair for this Customer Support Program is not available yet. This Customer Support Program is being
administered in two phases.
Phase
1
2

Description
Customer Notification
Renotification and Repair

Availability
BEGINNING NOW
NOT AVAILABLE YET

BEGINNING NOW: In Phase 1, the currently active phase, Toyota is working on completing procedures for the
launch of this Customer Support Program, and thus, the repair under this program is NOT AVAILABLE. During
this phase, dealers should not do any repairs for this condition under this program. Beginning in late October
2023, Toyota will send an interim owner notification letter to all owners informing them that their vehicle is
covered under this Customer Support Program. During this phase, owners who have paid for repairs for this
condition can seek reimbursement consideration for expenses incurred prior to November 16, 2023. A sample
of this owner notification letter has been included for your reference.
NOT AVAILABLE YET: Phase 2 will begin after Toyota completes preparation for the repair of this condition.
TIS / Service Lane - VIN Search Display
Until the repair for this Customer Support Program is available, a VIN search for this Customer Support
Program will appear in TIS / Service Lane as follows:

A
A: Repair is not yet available

© 2023 Toyota Motor Sales, USA

Customer Support Program 23TE08 - Page |4

Customer Handling 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, 8:00 am to 8:00 pm, Saturday 9:00 am to 7:00 pm Eastern
Time.
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 Joshua Burns (469) 292-6449 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.

Warranty Reimbursement Procedures
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter.

Custom er Support Program 23TE08 Page |5

Campaign Designation / Phase Decoder

23TE08
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 stepby-step procedures required to implement this Customer Support Program.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.

© 2023 Toyota Motor Sales, USA

CUSTOMER SUPPORT PROGRAM 23TE08 (Interim Notice)
Phase 1 – Customer Notification Phase
Repair Not Yet Available
Certain 2016-2022 Model Year Tacoma
Vehicles Painted with Super White (040) Paint Color
Coverage for Paint Peeling on Door Frames + Front Inner Fenders
Frequently Asked Questions
Original Publication Date: October 26, 2023
Q1:
A1:

What is the condition?
Toyota has received some reports of paint peeling along the exterior door window frames and front
inner fenders under the hood on certain Tacoma vehicles with 040 Super White paint.
Examples of exterior window door frame paint peeling

Examples of front inner fender paint peeling

FAQ Page 1 of 4
© 2023 Toyota Motor Sales, USA

Q2:
A2:

What is Toyota doing?
The repair for this Customer Support Program is not available yet. This Customer Support Program is
being administered in two phases.
Phase
1
2

Description
Customer Notification
Renotification and Repair

Availability
BEGINNING NOW
NOT AVAILABLE YET

BEGINNING NOW: In Phase 1, the currently active phase, Toyota is working on completing
procedures for the launch of this Customer Support Program, and thus, the repair under this
program is NOT AVAILABLE. During this phase, dealers should not do any repairs for this condition
under this program. Beginning in late October, 2023, Toyota will send an interim owner notification
letter to all owners informing them that their vehicle is covered under this Customer Support
Program. During this phase, owners who have paid for repairs for this condition can seek
reimbursement consideration for expenses incurred prior to November 16, 2023.
NOT AVAILABLE YET: Phase 2 will begin after Toyota completes preparation for the repair of this
condition.
Q3:
A3:

Q4:
A4:

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 142,460 vehicles covered by this Customer Support Program.
Model Name

Model Year

Production Period

Tacoma

2016 – 2022

Early September 2015 – Late September 2021

What are the details of this program?
This Customer Support Program provides coverage for paint peeling along the exterior window door
frames and front inner fender edges under the hood of certain 2016-2022 model year Tacoma vehicles
at no cost to the customer. The specific condition covered by this program only involves double cab
vehicles produced from a specific manufacturing facility with the original factory-applied Super White
paint color.
*The repair is not available yet and the details of the repair under this program is currently under
preparation. Please see Q2 for additional details.

Q5:

Why is Toyota notifying me now if Toyota is not ready to implement the repair for this Customer
Support Program?

A5:

In the interests of customer satisfaction, Toyota is notifying you about this condition and that a repair
is forthcoming. If the condition does occur or currently exists with your covered vehicle, a repair will be
provided at no cost to you in accordance with the terms of the Customer Support Program once
preparations for the repair are completed for this Customer Support Program. There is no need to
contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this
program are complete. You will be notified again when the repair is available.
Please note that the specific details of the Customer Support Program are subject to change.
FAQ Page 2 of 4
© 2023 Toyota Motor Sales, USA

Q6:
A6: