2011–2018 Toyota Sienna Vehicles Coverage for the Fuel Filler Door Hinge and Pin CSP ZKE

MG

Moderator
***Please start by reading the Toyota Customer Support Program ZKI for full program information

Subject: Customer Support Program ZKE
2011 – 2018 Model Year Sienna Vehicles Coverage for the Fuel Filler Door Hinge and Pin

In our continuing efforts to ensure the best in customer satisfaction, and pursuant to a class action settlement, Toyota is announcing a Customer Support Program to provide coverage for repairs to the fuel filler door hinge and pin.

Although the fuel filler door hinge and pin are 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 to the fuel filler door hinge and pin. Only those repairs that are related to internal functional concerns of the fuel filler door hinge and pin that impede the closing and/or opening operations of the sliding door in manual and/or power modes are covered.

Class Action Settlement
This Customer Support Program is one of multiple elements involved in a class action settlement. Refer to
Customer Confidence Program ZKI for comprehensive information on the class action settlement and its other
elements.

Customer Support Program Coverage Details
This Customer Support Program provides coverage for repairs to the fuel filler door hinge and pin. Only repairs that are related to internal functional concerns of the fuel filler door hinge and pin that impede the closing and/or opening operations of the sliding door in manual and/or power modes are covered.

If a condition covered by this Customer Support Program is verified, the dealer will replace fuel filler door hinge and pin with an improved fuel filler door hinge and pin under the terms of this Customer Support Program.

This coverage will be offered for 10 years from the vehicle’s date of first use regardless of mileage.

Covered Vehicles:

There are approximately 1,019,000 vehicles covered by this Customer Support Program. Approximately 4,000 vehicles covered by this Customer Support Program were distributed to Puerto Rico.

Diagnostic Fees:
Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence Program ZKI on
TIS for the procedure related to diagnostic fees for this Customer Support Program.

Remedy Procedures:
Technical instructions for replacing the fuel filler door hinge and pin can be found in T-SB-0068-19


Frequently Asked Questions

Is this Customer Support Program affiliated with an existing class action settlement?

Yes. This Customer Support Program is one of multiple elements involved in a class action settlement. Refer to Customer Confidence Program ZKI for comprehensive information on the class action settlement and its other elements. See http://www.toyotasiennadoorsettlement.com/

What does this Customer Support Program Offer?

This Customer Support Program provides coverage for repairs to the fuel filler door hinge and pin. Only repairs that are related to internal functional concerns of the fuel filler door hinge and pin that impede the closing and/or opening operations of the sliding door in manual and/or power modes are covered.

What is Toyota going to do?
Toyota will send, an owner/lessee notification letter by first class mail advising owners/lessees of this Customer Support Program. Refer to Customer Confidence Program ZKI for comprehensive information on the class action settlement and its other elements.

If the owner/lessee experiences the condition described above, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the vehicle will be repaired with an improved fuel filler door hinge and pin FREE OF CHARGE.

Which and how many vehicles are covered by this Customer Support Program?

There are approximately 1,019,000 vehicles covered by this Customer Support Program.

What are the details of this program?
This Customer Support Program provides coverage as it applies to the fuel filler door hinge and pin.

This Customer Support Program provides coverage for repairs to the fuel filler door hinge and pin. Only repairs that are related to internal functional concerns of the fuel filler door hinge and pin that impede the closing and/or opening operations of the sliding door in manual and/or power modes are covered.

If a condition covered by this Customer Support Program is verified, the dealer will replace the fuel filler door hinge and pin with an improved fuel filler door hinge and pin under the terms of this Customer Support Program.

This coverage will be offered for 10 years from the vehicle’s date of first use regardless of mileage.

Which part(s) are covered by this Customer Support Program?

The fuel filler door hinge and pin are covered by this program.

What should an owner/lessee do if experiencing this condition?
If an owner/lessee thinks that he/she has experienced a condition to which this Customer Support Program applies, 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 this Customer Support Program, the repair will be performed FREE OF CHARGE to the owner/lessee.

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 responsible for the initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Toyota Dealership can determine if a condition is covered by this Customer Support Program.

Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence Program ZKI for additional details related to the diagnostics fees for this Customer Support Program.

What if an owner/lessee HAS NOT experienced a condition to which this Customer Support Program applies but would like to have the repair completed?
At this time, this Customer Support Program only applies to vehicles that have exhibited an internal functional concern of the fuel filler door hinge and pin that impede the closing and/or opening operations of the sliding door in manual and/or power modes. If an owner/lessee has not experienced this condition, he/she is asked to retain a copy of the owner/lessee notification letter for future reference.

How long will the repair take?
The repair may take up to approximately 2 business days due to the necessity of painting the replacement fuel filler door to match the vehicle exterior. However, depending upon the dealer’s work schedule, it may be necessary to make the vehicle available for a longer period.

What if an owner/lessee previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner/lessee letter.

What if I have additional questions or concerns?
If you have additional questions or concerns, please refer to the Covered Vehicles, Notification Schedule, and Customer Handling Procedures section of Customer Confidence Program ZKI.
 
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