◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
02/28/2024
05/18/2023

TOPIC
Toyota has added 2021-2022 RAV4 Prime HV, 2021-2023 Sienna HV, 2021-2022 Venza
HV to this CSP
Toyota has added 2020-2022 Highlander HV AWD to this CSP

Please review this notification with your staff to ensure that all relevant personnel have been briefed regarding
this subject. The most recent update in the attached Dealer Letter will be highlighted with a red box.
Thank you for your cooperation.

© 2024 Toyota Motor Sales, USA

Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: December 21, 2022
To:

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

CUSTOMER SUPPORT PROGRAM 22TE09
Certain 2019– 2022 Model Year RAV4 HV (AWD Only)
Certain 2020– 2022 Model Year Highlander HV (AWD Only)
Certain 2021– 2022 Model Year RAV4 Prime
Certain 2021– 2023 Model Year Sienna HV
Certain 2021– 2022 Model Year Venza HV
Coverage for HV Floor Under Wire Harness and Rear Traction Motor Cable Corrosion
Model / Years
2019 – 2022 RAV4 HV AWD
2020 – 2022 Highlander HV
2021 – 2022 RAV4 Prime
2021 – 2023 Sienna HV
2021 – 2022 Venza HV

Production Period
Mid-August 2018 – Mid-November 2022
Late June 2019 – Late October 2022
Late November 2021 – Early October 2022
Early March 2020 – Late September 2022
Early March 2020 – Late October 2022

Approximate Total Vehicles
473,140
113,410
48,260
62,050
107,400

In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for the HV Floor Under Wire Harness and the Rear Traction Motor Cable on
certain 2019 to 2022 RAV4 HV AWD, 2020 to 2022 Highlander HV, 2021 to 2022 RAV4 Prime, 2021 to 2023
Sienna HV, and 2021 to 2022 Venza HV vehicles.
Background
Although the HV Floor Under Wire Harness and Rear Traction Motor Cable 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 excessive corrosion to the wire
harness connections at the Rear Motor Generator. Excessive corrosion can cause AM Radio Static during
certain drive cycles, or the vehicle may not start.
The following information is provided to inform you and your staff of the program notification schedule and
your degree of involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies to HV Floor Under Wire Harness and Rear
Traction Motor Generator Cable on certain 2019-2022 model year RAV4 HV AWD, 2020–2022 Highlander
HV AWD, 2021–2022 RAV4 Prime, 2021–2023 Sienna HV, 2021–2022 Venza HV vehicles. The specific
condition covered by this program is excessive corrosion at the connector of the HV Floor Under Wire
Harness and Rear Traction Motor Cable. If the condition is verified per Toyota inspection criteria, the vehicle
© 2020 Toyota Motor Sales, USA

Customer Support Program 22TE09 - D - Page |2

will be repaired or have the affected wire harness/cable replaced under the terms of this Customer Support
Program.
•

This coverage will be offered for 8 years or 100,000 miles (whichever comes 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 804,250 vehicles covered by this Customer Support Program. There are
approximately 4,570 vehicles in Puerto Rico involved in this Customer Support Program.
Owner Letter Mailing Date
Toyota is administering this program in phases.
Phase 1
Toyota began notifying owners of applicable Rav4 HV AWD vehicles in early February 2023, and those
were distributed over the following several months.
Model / Years
2019 – 2022 Rav4 HV AWD

Production Period
Mid-August 2018 – Mid-November
2022

Approximate Total Vehicles
473,140

Phase 2
In mid-May 2023, Toyota added approximately 113,410 vehicles to this Customer Support Program, as
noted here. Toyota will begin to notify owners of the applicable Highlander HV AWD vehicles starting
in mid-June 2023, and they will continue to be mailed over several months.
Model / Years
2020 – 2022 Highlander HV
AWD

Production Period

Approximate Total Vehicles

Late June 2019 – Late October 2022

113,410

Phase 3
In late February, Toyota added approximately 217,710 vehicles to this Customer Support Program, as
noted here. Toyota will begin to notify owners of the applicable vehicles starting in Mid-March 2024,
and they will continue to be mailed over several months. A sample of the owner notification has been
included for your reference.
Model / Years
2021 – 2022 RAV4 Prime
2021 – 2022 Sienna HV
2021 – 2022 Venza HV

Production Period
Late November 2021 – Early October 2022
Early March 2020 – Late September 2022
Early March 2020 – Mid-October 2022

© 2020 Toyota Motor Sales, USA

Approximate Total Vehicles
48,260
62,050
107,400

Customer Support Program 22TE09 - 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 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 5.22, “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.

© 2020 Toyota Motor Sales, USA

Customer Support Program 22TE09 - D - Page |4

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 and order the applicable parts.
HV Floor Under Wire Harness Repair Parts
NAP Production
Model

RAV4 HV

Highlander HV

Sienna HV

Part Number

Description

821H1-0R011

HV Floor Under Wire Harness (2019-2021 MY)

1

821H1-0R012

HV Floor Under Wire Harness (2022 MY)

1

72693-06030

Rear Seat Cushion Hook Clips

2

90917-A6002

Gasket, Exhaust Pipe

1

17451-F0100

Gasket, Exhaust Pipe

1

90177-A0021

Nut, Lock

2

90105-A0369

Bolt, Flange

2

821H1-0E051

HV Floor Under Wire Harness

1

72693-48010

Rear Seat Cushion Hook Clips

2

90917-06094

Gasket, Exhaust Pipe

1

17451-F0020

Gasket, Exhaust Pipe

1

90177-10005

Nut, Lock

2

90105-10585

Bolt, Flange

2

821H1-08020

HV Floor Under Wire Harness

1

821H1-08030

HV Floor Under Wire Harness (w 120v 1500w AC
Inverter)

1

17451-F0130

Gasket, Exhaust Pipe

1

90917-A6002

Gasket, Exhaust Pipe

1

17451-F0020

Gasket, Exhaust Pipe

1

90177-A0021

Nut, Lock

2

90105-A0369

Bolt, Flange

2

© 2020 Toyota Motor Sales, USA

Qty

Customer Support Program 22TE09 - D - Page |5

CBU Production
Model

RAV4 HV

RAV4 Prime

Venza HV

Part Number

Description

Qty

821H1-42021

HV Floor Under Wire Harness (2019-2021 MY)

1

821H1-48131

HV Floor Under Wire Harness (2022 MY)

1

72693-12080

Rear Seat Cushion Hook Clips

2

90917-06094

Gasket, Exhaust Pipe

1

17451-25040

Gasket, Exhaust Pipe

1

90177-10005

Nut, Lock

2

90105-10585

Bolt, Flange

2

821H1-42032

HV Floor Under Wire Harness

1

72693-12080

Rear Seat Cushion Hook Clips

2

90917-A6002

Gasket, Exhaust Pipe

1

17451-F0100

Gasket, Exhaust Pipe

1

90177-10005

Nut, Lock

2

90105-A0369

Bolt, Flange

2

17173-25020

Gasket, Exhaust Manifold to Head

1

90126-08052

Bolt, Stud (Manifold to Cylinder Head) *If Needed

1

90068-14011

Ring, O, No. 3 for Liquid Tube

1

90099-14155

Ring, O, No. 9 for Discharge Tube

1

821H1-48131

HV Floor Under Wire Harness

1