BGroot
Moderator
Subject: Warranty Enhancement Program – ZJC
2017-2018 Model Year Highlander
2017-2018 Model Year Sienna
Extension of Warranty Coverage forr UA80 Transmission
In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for the UA80 transmission on certain 2017-2018 Model Year Toyota Sienna and Highlander vehicles.
Background:
Toyota has received reports about potential symptoms, such as a whine noise from the transmission while driving, harsh shifting, reduced power, and master warning light/check engine light illumination, in the subject vehicles that are equipped with a model UA80 transmission. There is a possibility that a washer tab, designed to prevent the loosening of a nut inside the affected transmissions, was not sufficiently bent during assembly. This could lead to the nut loosening and, over time, lead to the symptoms described above.
Although the UA80 transmission equipped in the subject vehicles is covered by Toyota’s New Vehicle Limited Warranty for 5 years or 60,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Thus, Toyota is providing coverage for repairs related to damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in the symptoms described above.
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 for damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in symptoms such as a whine noise from the transmission while driving, harsh shifting, reduced power, and illumination of the master warning light/check engine light. If the condition is verified, the vehicle will be repaired with a new transmission under the terms of this Customer Support Program.
• The Primary Coverage will be offered until October 31, 2020, regardless of mileage.
• After the Primary Coverage, the Secondary Coverage is applicable for 10 years from the date of first use with unlimited miles.
Covered Vehicles:
There are approximately 150,200 vehicles covered by this Customer Support Program. There are approximately 230 vehicles involved in this Customer Support Program that were distributed to Puerto Rico.
Owner Letter Mailing Date:
Toyota will begin to notify owners in late April, 2019 and will be mailed over several months. A sample of the owner notification letter has been included for your reference.
Remedy Procedures:
Technical instructions for this Customer Support Program can be found in T-SB-0160-18
Customer Reimbursement:
Reimbursement consideration instructions will be included in the owner letter
Frequently Asked Questions
What is the condition?
Toyota has received reports about potential symptoms, such as a whine noise from the transmission while driving, harsh shifting, reduced power, and master warning light/check engine light illumination, in the subject vehicles that are equipped with a model UA80 transmission. There is a possibility that a washer tab, designed to prevent the loosening of a nut inside the affected transmissions, was not sufficiently bent during assembly. This could lead to the nut loosening and, over time, lead to the symptoms described above.
Which warning indicators may be related to these conditions?
If the following warning lamps are illuminated, the vehicle may be experiencing the concern with the UA80 transmission described above.
Master Warning Light or Check Engine Light
What is Toyota going to do?
Although the UA80 transmission equipped in the subject vehicles is covered by Toyota’s New Vehicle Limited Warranty for 5 years or 60,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience. Thus, Toyota is providing coverage for repairs related to damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in the symptoms described above.
Toyota will send an owner notification by first class mail starting in late April 2019, advising owners of this Customer Support Program
If the owner experiences the condition described above, he/she should contact a local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will replace the UA80 transmission with a new one FREE OF CHARGE as described below.
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 150,200 vehicles covered by this Customer Support Program.
What are the details of this program?
This Customer Support Program provides coverage for damage to the UA80 transmission caused by the previously mentioned loose washer tab and resulting in symptoms such as a whine noise from the transmission while driving, harsh shifting, reduced power, and illumination of the master warning light/check engine light. If the condition is verified, the vehicle will be repaired with a new transmission under the terms of this Customer Support Program.
• The Primary Coverage offers warranty enhancement until October 31, 2020, regardless of mileage.
• After the Primary Coverage, the Secondary Coverage is applicable for 10 years with unlimited miles from the vehicle’s date of first use.
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.
Which part(s) are covered by this Customer Support Program?
The specific component covered by this Customer Support Program is as follows: • UA80 Transmission
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.
What if the dealer performs diagnosis and determines that vehicle is not covered by this Customer Support Program?
The warning lights and other symptoms described, above, can be due to conditions unrelated to the specific condition being covered by this program. These conditions may require diagnosis or repairs not specifically covered by this Customer Support Program. Please be aware that, if the condition is not covered by this Program, owners may be responsible for the initial diagnostic fees and any other repairs they may decide to have performed. Any authorized Toyota Dealership can determine if a condition is covered by this 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.
How long will the repair take?
To confirm if the condition is present will take approximately forty-five minutes. If the condition is verified and a transmission replacement is required, the repair takes approximately nine hours. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time.
What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
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.