the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program.

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What are the details of this program?
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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Q4:
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Model Year

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Q3a:

Model Name

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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.

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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.

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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The Primary Coverage will be offered until October 12, 2020, regardless of mileage.

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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.

FAQ Page 2 of 3
© 2019 Toyota Motor Sales, USA

Which parts are covered by this Customer Support Program?
The door mirror foot lights are covered by this Customer Support Program. Note that 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.

Q6:
A6:

What should an owner do if experiencing this condition?
If an owner thinks that he/she has experienced the condition described in this Customer Support
Program, a local Toyota dealer should be contacted for appropriate diagnosis and repair. If the
condition is verified as being in accordance with the terms of the program, the repair will be performed
FREE OF CHARGE to the owner.

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What if the diagnosis is performed and my vehicle is not covered by the Customer Support
Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you

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Q6a:

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Q5:
A5:

may be responsible for the initial diagnostic fees and any other repairs you may decide to have

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performed. Any authorized Toyota Dealership can determine if a condition is covered by this

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Customer Support Program.

What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support Program only applies to vehicles that have exhibited the condition described
above. If an owner has not experienced the condition, he/she is asked to tear off the sheet included in
the owner letter and insert it into the Owner’s Warranty Information Booklet for future reference.

Q8:
A8:

How long will the repair take?
The repair takes approximately 45 minutes. However, depending upon the dealer’s work schedule, it
may be necessary to make the vehicle available for a longer period of time.

Q9:
A9:

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.

Q10:
A10:

What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Toyota Customer Experience Center
at 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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Q7:
A7:

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

TOYOTA

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2

5

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

5,

CUSTOMER SUPPORT PROGRAM NOTIFICATION

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Dear Toyota Owner:

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At Toyota, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual
effort to ensure customer satisfaction, Toyota would like to advise you of a voluntary Customer Support
Program that has been initiated for your vehicle.

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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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SA

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.

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Primary Coverage

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Applicable until October 12, 2020 with no
year/mileage limitation.

Secondary Coverage
(After Primary Coverage ends)

Applicable for 5 years from the date of first use or
60,000 miles, whichever occurs first.

What should you do?

5

Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future
reference. If you have not experienced the condition described in the Customer Support Program Details
below, there is no action necessary at this time.

5,

20
2

If you have experienced this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair. The repair will take approximately 45 minutes. However, depending
upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.

PL

What if you have other questions?

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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 under certain vehicle operating
conditions.

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Refer to the Frequently Asked Questions sheet included with this letter.
Your local Toyota dealer will also be more than happy to answer any of your questions.
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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If you would like to update your vehicle ownership or contact information, please visit
www.toyota.com/owners.You will need your full 17-digit Vehicle Identification Number (VIN) to input the new
information.

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We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret
any inconvenience this condition may have caused you.

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Thank you for driving a Toyota.

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Sincerely,

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

▼ Remove at perforation and place in the back of your owner’s manual ▼

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regardless of mileage.

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The Primary Coverage will be offered until October 12, 2020,

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After the Primary Coverage, the Secondary Coverage is applicable

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for 5 years from the date of first use, or 60,000 miles, whichever
occurs first.

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Please note that this coverage is for work performed at an authorized
Toyota dealer only.

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This coverage 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.
*Please see your Toyota dealer for additional
details

VIN#

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Date of First Use

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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.

5

20
2

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*.

A voluntary Customer Support Program has been initiated for your vehicle

Customer Support Program Details

TOYOTA

5

CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Is this a recall?
No. This is not a recall. At Toyota, we are dedicated to providing vehicles of outstanding quality and
value. As part of our continual efforts to help ensure customer satisfaction, Toyota is advising you of
this Customer Support Program.

Q2:
A2:

If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition
described in this letter. If you have not experienced this condition, please tear off and insert the sheet
from the bottom of the owner letter into the back of your owner’s manual for future reference.

Q3:
A3:

Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for
the condition and terms specified in the notification letter.

Q4:
A4:

What should I do if my vehicle has the condition described?
If you experience this condition, please contact any authorized Toyota dealer and make arrangements
for diagnosis and, if applicable, repair.

Q5:
A5:

Which part(s) are covered by this Customer Support Program?
Refer to the owner letter to find the specific component(s) covered by this program.

Q6:
A6:

What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be

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responsible for the initial diagnostic fees and any other repairs you may decide to have performed. Any

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Program.

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authorized Toyota Dealership can determine if a condition is covered by this Customer Support