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◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.

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July 9, 2025

TOPIC
A watermark has been added to the Dealer Letter to indicate that all VINs
under ZKH are now expired as of July 6th, 2025.

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DATE

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The most recent update in the attached Dealer Letter will be highlighted with a red box.

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Please review this notification with your staff to assure that all relevant personnel have been briefed regarding
this subject.

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Thank you for your cooperation.

© 2025 Toyota Motor Sales, USA

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

To:

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Original Publication Date: July 3, 2019

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

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Approximate Total Vehicles
30,000

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Production Period
Early February 2017 – Mid-June 2018

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Model / Years
2018 – 2019 C-HR

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Certain 2018 – 2019 Model Year C-HR Vehicles
Coverage for Door Mirror Foot Lights (Puddle Lights)

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CUSTOMER SUPPORT PROGRAM ZKH

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In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support
Program to provide coverage for the door mirror foot lights (puddle lights) on certain 2018 - 2019 model year
C-HR vehicles.

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Background
Toyota has received reports stating that the door mirror foot lights (puddle lights) may project a distorted
image of the C-HR logo onto the ground. This distortion may be due to the projector film in the door mirror
foot light becoming damaged due to heat and moisture.

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Although the door mirror foot light 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 the condition described above.

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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

Customer Support Program ZKH - D - Page |2

Customer Support Program Details

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This Customer Support Program provides coverage as it applies to the door mirror foot lights (puddle
lights). The specific condition covered by this program is the distorted image of the C-HR logo projected by
a door mirror foot light due to the projector film in the door mirror foot light becoming damaged from heat
and moisture. If the condition is verified, the dealer will replace both door mirror foot lights with door mirror
foot lights of an improved design under the terms of this Customer Support Program.

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Note:
Both door mirror foot lights will be replaced at the same time even if only one side is exhibiting the condition
covered by this Program.
The Primary Coverage will be offered until October 12, 2020, regardless of mileage.

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After the Primary Coverage, the Secondary Coverage is applicable for 5 years from the date of first use,
or 60,000 miles, whichever occurs first.

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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.

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Covered Vehicles
There are approximately 30,000 vehicles covered by this Customer Support Program. Approximately 110
vehicles covered by this Customer Support Program were distributed to Puerto Rico.

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Owner Letter Mailing Date
Toyota will begin to notify owners in mid-July 2019 and owner notifications will be mailed over several months.
A sample of the owner notification letter has been included for your reference.

Customer Support Program ZKH - D - Page |3

Customer Handling, Parts Ordering, and Remedy Procedures

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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.

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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.

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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 Tania Saldana (859) 815-9968 in Toyota Corporate Communications.
Please do not provide this number to customers. Please provide this contact only to media.

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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.

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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.

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Refer to Customer Support Program Bulletin POL19-05 for additional parts ordering information.

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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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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.

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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.
© 2019 Toyota Motor Sales, USA

Customer Support Program ZKH - D - Page |4

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Maintenance Level Technician
Certified Technician (Any Specialty)
Expert Technician (Any Specialty)
Master Technician
Master Diagnostic Technician

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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:

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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.

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Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0075-19.

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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.

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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.

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Refer to Warranty Policies 9.3 and 9.6 for additional details.

Customer Support Program ZKH - D - Page |5

Warranty Reimbursement Procedures

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Reimbursement Procedure
Refer to the Customer Support Program Bulletin (Bulletin No. POL19-05) for claim processing instructions.
All parts replaced for this repair are subject to warranty part recovery.

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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.

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

© 2019 Toyota Motor Sales, USA

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CUSTOMER SUPPORT PROGRAM ZKH
Certain 2018 – 2019 Model Year C-HR Vehicles
Coverage for Door Mirror Foot Lights (Puddle Lights)

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Frequently Asked Questions
Original Publication Date: July 3, 2019

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What is the condition?
Toyota has received reports stating that the door mirror foot lights (puddle lights) may project a
distorted image of the C-HR logo onto the ground. This distortion may be due to the projector film in
the door mirror foot light becoming damaged due to heat and moisture.
What is the door mirror foot light?
Both outside rear view mirrors of some C-HR vehicles are equipped with a door mirror foot
light (puddle light) which is designed to project an image of the C-HR logo onto the ground,
as shown below, under certain vehicle operating conditions.

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Q1a:
A1a:

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Q1:
A1:

Projection

Proper projection of C-HR logo

Example of distorted projection of C-HR
logo

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Example picture of door mirror foot light properly projecting C-HR logo on the ground

FAQ Page 1 of 3
© 2019 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-July 2019, advising owners of
this Customer Support Program. Owner notifications will be mailed over several months.

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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 replace both door mirror
foot lights with door mirror foot lights of an improved design FREE OF CHARGE.

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Which and how many vehicles are covered by this Customer Support Program?
There are approximately 30,000 vehicles covered by this Customer Support Program.

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2018 - 2019

Early February 2017 – Mid-June 2018

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C-HR

Production Period

Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in