MG
Moderator
This Customer Support Program ZKI encompasses all the programs linked below,
Covered Component Individual Toyota Customer Support Program can be read below:
Power Sliding Door Cable Sub-Assembly* Customer Support Program ZKD
Fuel Filler Door Hinge and Pin Customer Support Program ZKE
Sliding Door Center Hinge Assembly Customer Support Program ZKF
Power Sliding Door Rear Lock Assembly* Customer Support Program ZH5
Sliding Door Front Lock Assembly Customer Support Program ZH4
Sienna Sliding Door Functional Inspection Customer Support Program ZKJ
Subject: Customer Support Program ZKI
2011–2018 Model Year Sienna Coverage for Internal Functional Concerns of Certain Sliding Door Parts
In our continuing efforts to ensure the best in customer satisfaction, and pursuant to a Sienna sliding door class action settlement, Toyota is announcing a Customer Confidence Program. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Sienna Sliding Door Class Action Settlement This Customer Confidence Program is a component of a class action settlement that includes 3 elements of coverage, including prospective coverage for repairs to certain sliding door parts but only those repairs that relate to internal functional concerns of those parts on certain 2011 – 2018 model year Sienna vehicles.
Direct Mail Notice to Members of the Class:
The Court ordered that the 3rd Party Settlement Notice Administrator begin notifying class members, including by direct mail notice (see sample images attached), commencing March 1, 2019, to inform current and former Subject Vehicle owners and lessees of the settlement. The direct mail notice and other components of the class notice were ongoing throughout March 2019. If you receive any questions regarding this notice, or about the settlement, please refer them to the Settlement website and toll-free number:
Customers with questions regarding the class action settlement should refer to the Settlement website and toll-free number:
• www.ToyotaSiennaDoorSettlement.com
• 1-833-305-3915
Element #1 - Repair Coverage for Certain Internal Functional Concerns of the Sliding Doors
*: These programs/components are only applicable to Subject Vehicles equipped with power sliding doors because manual sliding doors are not equipped with these components.
• This coverage will be offered to all subject vehicles for 10 years from the vehicle’s date of first use regardless of mileage.
Element #2 – Sienna Sliding Door Functional Inspection
Customers whose vehicles are eligible for this Sienna Sliding Door Functional Inspection that have a concern about their vehicle’s sliding doors may bring their vehicle to a Toyota dealer and request the Toyota dealer to inspect the sliding doors. The Sienna Sliding Door Functional Inspection should only be performed upon customer request. If the customer requests a Toyota dealer to perform the Sienna Sliding Door Functional Inspection, the Toyota Dealer will follow the procedure in T-SB-0069-19 to inspect each of the components covered by Customer Support Programs (ZKD/ZKE/ZKF/ZH4/ZH5) for the conditions covered by those programs. If a covered condition is identified during the inspection, the dealer should replace the covered component under warranty, or perform the corresponding Customer Support Program if the vehicle is out-ofwarranty and still eligible for the Customer Support Program.
Refer to the Sienna Sliding Door Functional Inspection (ZKJ) Dealer Letter
Element #3 - 1-Year Extension of Replacement Parts Warranty for the Remedy Parts of Safety Recall G04
The remedy parts for Safety Recall G04 are already subject to a one-year replacement part warranty under the terms of Warranty Policy 4.8.
Under the terms of this Customer Confidence Program ZKI, this one-year replacement part warranty will be extended an additional one year – for a total of two years – from the date that Safety Recall G04 was or is performed. If Safety Recall G04 was performed more than one year prior to June 10, 2019, then this Customer Confidence Program will provide an additional one year of coverage from June 10, 2019 (i.e. the coverage will be available until June 11, 2020).
Note: Only vehicles involved in Safety Recall G04 (approximately 744,400 vehicles) are covered by this element of the Customer Confidence Program.
Diagnostic Fees for Customer Support Programs
Per Toyota’s usual policy for Customer Support Programs, if the vehicle’s condition is not covered by the relevant Customer Support Program (ZKD/ZKE/ZKE/ZH4/ZH5), the owner may be responsible for the initial diagnostic fees and any other repairs they may decide to have performed.
Customers whose vehicles are eligible for the Sienna Sliding Door Functional Inspection that have a concern about their vehicle’s sliding doors may bring their vehicle to a Toyota dealer and request the Toyota dealer to inspect the sliding doors. The Sienna Sliding Door Functional Inspection should only be performed upon customer request.
Covered Vehicles:
There are approximately 1,019,000** vehicles involved in this Customer Confidence Program. Approximately 4,000 vehicles involved in this Customer Confidence Program were distributed to Puerto Rico.
Owner/Lessee Letter Mailing Date:
Toyota will start notifying owners/lessees involved in this Customer Confidence Program in July 2019 and letters will be sent over several months. Each vehicle will receive one of the owner letter versions below based upon on the coverage provided for the specific vehicle.
Customer Contacts:
Customers with questions regarding the class action settlement and/or its terms should refer to the Settlement website and toll-free number:
• www.ToyotaSiennaDoorSettlement.com
• 1-833-305-3915
Customer Reimbursement:
Reimbursement consideration instructions will be included in the owner/lessee letter.
Covered Component Individual Toyota Customer Support Program can be read below:
Power Sliding Door Cable Sub-Assembly* Customer Support Program ZKD
Fuel Filler Door Hinge and Pin Customer Support Program ZKE
Sliding Door Center Hinge Assembly Customer Support Program ZKF
Power Sliding Door Rear Lock Assembly* Customer Support Program ZH5
Sliding Door Front Lock Assembly Customer Support Program ZH4
Sienna Sliding Door Functional Inspection Customer Support Program ZKJ
Subject: Customer Support Program ZKI
2011–2018 Model Year Sienna Coverage for Internal Functional Concerns of Certain Sliding Door Parts
In our continuing efforts to ensure the best in customer satisfaction, and pursuant to a Sienna sliding door class action settlement, Toyota is announcing a Customer Confidence Program. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
Sienna Sliding Door Class Action Settlement This Customer Confidence Program is a component of a class action settlement that includes 3 elements of coverage, including prospective coverage for repairs to certain sliding door parts but only those repairs that relate to internal functional concerns of those parts on certain 2011 – 2018 model year Sienna vehicles.
Direct Mail Notice to Members of the Class:
The Court ordered that the 3rd Party Settlement Notice Administrator begin notifying class members, including by direct mail notice (see sample images attached), commencing March 1, 2019, to inform current and former Subject Vehicle owners and lessees of the settlement. The direct mail notice and other components of the class notice were ongoing throughout March 2019. If you receive any questions regarding this notice, or about the settlement, please refer them to the Settlement website and toll-free number:
Customers with questions regarding the class action settlement should refer to the Settlement website and toll-free number:
• www.ToyotaSiennaDoorSettlement.com
• 1-833-305-3915
Element #1 - Repair Coverage for Certain Internal Functional Concerns of the Sliding Doors
*: These programs/components are only applicable to Subject Vehicles equipped with power sliding doors because manual sliding doors are not equipped with these components.
• This coverage will be offered to all subject vehicles for 10 years from the vehicle’s date of first use regardless of mileage.
Element #2 – Sienna Sliding Door Functional Inspection
Customers whose vehicles are eligible for this Sienna Sliding Door Functional Inspection that have a concern about their vehicle’s sliding doors may bring their vehicle to a Toyota dealer and request the Toyota dealer to inspect the sliding doors. The Sienna Sliding Door Functional Inspection should only be performed upon customer request. If the customer requests a Toyota dealer to perform the Sienna Sliding Door Functional Inspection, the Toyota Dealer will follow the procedure in T-SB-0069-19 to inspect each of the components covered by Customer Support Programs (ZKD/ZKE/ZKF/ZH4/ZH5) for the conditions covered by those programs. If a covered condition is identified during the inspection, the dealer should replace the covered component under warranty, or perform the corresponding Customer Support Program if the vehicle is out-ofwarranty and still eligible for the Customer Support Program.
Refer to the Sienna Sliding Door Functional Inspection (ZKJ) Dealer Letter
Element #3 - 1-Year Extension of Replacement Parts Warranty for the Remedy Parts of Safety Recall G04
The remedy parts for Safety Recall G04 are already subject to a one-year replacement part warranty under the terms of Warranty Policy 4.8.
Under the terms of this Customer Confidence Program ZKI, this one-year replacement part warranty will be extended an additional one year – for a total of two years – from the date that Safety Recall G04 was or is performed. If Safety Recall G04 was performed more than one year prior to June 10, 2019, then this Customer Confidence Program will provide an additional one year of coverage from June 10, 2019 (i.e. the coverage will be available until June 11, 2020).
Note: Only vehicles involved in Safety Recall G04 (approximately 744,400 vehicles) are covered by this element of the Customer Confidence Program.
Diagnostic Fees for Customer Support Programs
Per Toyota’s usual policy for Customer Support Programs, if the vehicle’s condition is not covered by the relevant Customer Support Program (ZKD/ZKE/ZKE/ZH4/ZH5), the owner may be responsible for the initial diagnostic fees and any other repairs they may decide to have performed.
Customers whose vehicles are eligible for the Sienna Sliding Door Functional Inspection that have a concern about their vehicle’s sliding doors may bring their vehicle to a Toyota dealer and request the Toyota dealer to inspect the sliding doors. The Sienna Sliding Door Functional Inspection should only be performed upon customer request.
Covered Vehicles:
There are approximately 1,019,000** vehicles involved in this Customer Confidence Program. Approximately 4,000 vehicles involved in this Customer Confidence Program were distributed to Puerto Rico.
Owner/Lessee Letter Mailing Date:
Toyota will start notifying owners/lessees involved in this Customer Confidence Program in July 2019 and letters will be sent over several months. Each vehicle will receive one of the owner letter versions below based upon on the coverage provided for the specific vehicle.
Customer Contacts:
Customers with questions regarding the class action settlement and/or its terms should refer to the Settlement website and toll-free number:
• www.ToyotaSiennaDoorSettlement.com
• 1-833-305-3915
Customer Reimbursement:
Reimbursement consideration instructions will be included in the owner/lessee letter.