Toyota White Paint Customer Support Program (CSP) ZKG Coverage for Peeling of Factory-Applied Paint

BGroot

Moderator
To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

CUSTOMER SUPPORT PROGRAM ZKG

Phase 1 - Customer Notification Phase Repair Not Yet Available

Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color Coverage for Peeling of Factory-Applied Paint



In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for peeling of certain colors of factory-applied paint.

Background:
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels.

Although the original factory paint 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.

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 involved vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the vehicle will receive a repair* under the terms of this Customer Support Program.

*The repair is not available yet and the details of the repair under this program have not been finalized yet.

Covered Vehicles:
There are approximately 1,738,940 vehicles covered by this Customer Support Program. There are approximately 29,200 vehicles covered by this Customer Support Program that were distributed to Puerto Rico.

Phased Launch Schedule:
The repair for this Customer Support Program is not available yet. This Customer Support Program is being administered in two phases.
Phase 1: Customer Notification is beginning now
Phase 2: Renotification and Repair is not yet available

BEGINNING NOW:
In Phase 1, the currently active phase, Toyota is preparing the repair for this condition and thus, the repair under this program is NOT AVAILABLE. During this phase, dealers should not do any repairs for this condition under this program. Beginning in August 2019, Toyota will send an owner notification letter to all owners informing them that their vehicle is covered under this Customer Support Program. During this phase, owners who have paid for repairs for this condition can seek reimbursement consideration for expenses incurred prior to September 26, 2019

NOT AVAILABLE YET:
Phase 2 will begin after Toyota finalizes the repair for this condition. At that time, Toyota will update this Dealer Letter, launch the repair, and also begin issuing a second owner letter notifying owners that repairs under this program are available. Letters will be sent over several months. At that time, if the owner experiences the condition, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.


Frequently Asked Questions
Phase 1 – Customer Notification Phase Repair Not Yet Available
Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color Coverage for Peeling of Factory-Applied Paint

What is the condition?
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels.

What specific paint colors are affected by this condition?
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint code 070) or Super White (Toyota paint code 040) paint color.

What is Toyota doing?
The repair for this Customer Support Program is not available yet. This Customer Support Program is being administered in two phases.
Phase 1: Customer Notification is beginning now
Phase 2: Renotification and Repair is not yet available

BEGINNING NOW:
In Phase 1, the currently active phase, Toyota is preparing the repair for this condition and thus, the repair under this program is NOT AVAILABLE. During this phase, dealers should not do any repairs under this program. Beginning in August 2019, Toyota will send an owner notification letter to all owners informing them that their vehicle is covered under this Customer Support Program. During this phase, owners who have paid for repairs for this condition can seek reimbursement consideration for expenses incurred prior to September 26, 2019.

NOT AVAILABLE YET:
Phase 2 will begin after Toyota finalizes the repair for this condition. At that time, Toyota will update this Dealer Letter, launch the repair, and also begin issuing a second owner letter notifying owners that repairs under this program are available. Letters will be sent over several months. At that time, if the owner experiences the condition, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,738,940 vehicles covered by this Customer Support Program




Are there any other vehicles covered by this Customer Support Program in the U.S.?
Yes, there are approximately 5,780 2008 – 2009 Lexus GX vehicles covered by this Customer Support Program

What are the details of this program?
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electro-deposition layer causing the paint to peel from the metal body panel. If the condition is verified, the vehicle will receive a repair* under the terms of this Customer Support Program.

*The repair is not available yet and the details of the repair under this program have not been finalized.

Why is Toyota notifying me now if Toyota is not ready to implement the repair for this Customer Support Program?
In the interests of customer satisfaction, Toyota is notifying customers about this condition and that Toyota is working on a repair. If the condition does occur or currently exists with your covered vehicle, a repair will be provided at no cost to you in accordance with the terms of the Customer Support Program once preparations for the repair are completed for this Customer Support Program. There is no need to contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this program are complete.

When does Toyota anticipate the repair will be ready?
Toyota is currently working on the repair procedures and necessary materials to complete the repair for the affected vehicles and we anticipate that this may take several months. Once those preparations are complete, any vehicle exhibiting the condition will be eligible to receive a repair under the terms of this Customer Support Program.

At that time, Toyota will begin notifying customers that repairs are ready to be performed under this program through a second letter. Letters will be sent over several months. At that point, if the owner experiences or has experienced the condition, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.

Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to receive a repair?
No. As soon as the repair under this this Customer Support Program begins, you should visit any authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable, repair.

Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement instructions will be included in the owner letter.

What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from this condition?
Toyota is currently working on the repair for this condition under this program. Toyota recommends that you wait until the repair has been launched because dealers are not yet ready to perform the repair. We will begin sending the second owner notification letter as soon as the repair for this Customer Support Program is ready.

What is involved in the repair?
Toyota is still developing the repair and the specific details of the repair covered under this program have not been finalized yet. However, the repair will be limited to repainting the specific area of the vehicle’s exterior affected by the condition. Please note, as the program is still under development, the above details are still subject to change. When Toyota launches the repair for this Customer Support Program, the specific details of the repair covered under this program will be provided.

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.

Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle’s exterior metal body panels are covered by this program.

Is the factory-applied paint on plastic body panels covered by this Customer Support Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle’s exterior metal body panels are covered by this program. Plastic body panels are not covered by this program because plastic body panels do not have the base metal electro-deposition layer that is affected by this condition.
 

Lewis

Moderator
Staff member
To: All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers

CUSTOMER SUPPORT PROGRAM ZKG

Phase 1 - Customer Notification Phase Repair Not Yet Available

Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color Coverage for Peeling of Factory-Applied Paint



In our continuing efforts to ensure the best in customer satisfaction, Toyota is announcing a Customer Support Program to provide coverage for peeling of certain colors of factory-applied paint.

Background:
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels.

Although the original factory paint 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.

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 involved vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electrodeposition layer causing the paint to peel from the metal body panel. If the condition is verified, the vehicle will receive a repair* under the terms of this Customer Support Program.

*The repair is not available yet and the details of the repair under this program have not been finalized yet.

Covered Vehicles:
There are approximately 1,738,940 vehicles covered by this Customer Support Program. There are approximately 29,200 vehicles covered by this Customer Support Program that were distributed to Puerto Rico.

Phased Launch Schedule:
The repair for this Customer Support Program is not available yet. This Customer Support Program is being administered in two phases.
Phase 1: Customer Notification is beginning now
Phase 2: Renotification and Repair is not yet available

BEGINNING NOW:
In Phase 1, the currently active phase, Toyota is preparing the repair for this condition and thus, the repair under this program is NOT AVAILABLE. During this phase, dealers should not do any repairs for this condition under this program. Beginning in August 2019, Toyota will send an owner notification letter to all owners informing them that their vehicle is covered under this Customer Support Program. During this phase, owners who have paid for repairs for this condition can seek reimbursement consideration for expenses incurred prior to September 26, 2019

NOT AVAILABLE YET:
Phase 2 will begin after Toyota finalizes the repair for this condition. At that time, Toyota will update this Dealer Letter, launch the repair, and also begin issuing a second owner letter notifying owners that repairs under this program are available. Letters will be sent over several months. At that time, if the owner experiences the condition, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.


Frequently Asked Questions
Phase 1 – Customer Notification Phase Repair Not Yet Available
Multiple Models and Model Years Vehicles Painted with Blizzard Pearl (070) or Super White (040) Paint Color Coverage for Peeling of Factory-Applied Paint

What is the condition?
Toyota has received reports of paint peeling on certain vehicles with the original factory-applied Blizzard Pearl or Super White paint colors. These reports indicate that vehicles with these specific paint colors, applied during the vehicle manufacturing process, may experience paint peeling on exterior metal body panels.

What specific paint colors are affected by this condition?
The vehicles involved in this program were factory-painted with Blizzard Pearl (Toyota paint code 070) or Super White (Toyota paint code 040) paint color.

What is Toyota doing?
The repair for this Customer Support Program is not available yet. This Customer Support Program is being administered in two phases.
Phase 1: Customer Notification is beginning now
Phase 2: Renotification and Repair is not yet available

BEGINNING NOW:
In Phase 1, the currently active phase, Toyota is preparing the repair for this condition and thus, the repair under this program is NOT AVAILABLE. During this phase, dealers should not do any repairs under this program. Beginning in August 2019, Toyota will send an owner notification letter to all owners informing them that their vehicle is covered under this Customer Support Program. During this phase, owners who have paid for repairs for this condition can seek reimbursement consideration for expenses incurred prior to September 26, 2019.

NOT AVAILABLE YET:
Phase 2 will begin after Toyota finalizes the repair for this condition. At that time, Toyota will update this Dealer Letter, launch the repair, and also begin issuing a second owner letter notifying owners that repairs under this program are available. Letters will be sent over several months. At that time, if the owner experiences the condition, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.

Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,738,940 vehicles covered by this Customer Support Program




Are there any other vehicles covered by this Customer Support Program in the U.S.?
Yes, there are approximately 5,780 2008 – 2009 Lexus GX vehicles covered by this Customer Support Program

What are the details of this program?
This Customer Support Program provides coverage for involved vehicles with the original factory Blizzard Pearl or Super White paint. The covered condition may occur when sunlight over time degrades the adhesion between the factory-applied paint primer coat layer and the base metal electro-deposition layer causing the paint to peel from the metal body panel. If the condition is verified, the vehicle will receive a repair* under the terms of this Customer Support Program.

*The repair is not available yet and the details of the repair under this program have not been finalized.

Why is Toyota notifying me now if Toyota is not ready to implement the repair for this Customer Support Program?
In the interests of customer satisfaction, Toyota is notifying customers about this condition and that Toyota is working on a repair. If the condition does occur or currently exists with your covered vehicle, a repair will be provided at no cost to you in accordance with the terms of the Customer Support Program once preparations for the repair are completed for this Customer Support Program. There is no need to contact your dealer for confirmation of the condition or diagnosis until the repair preparations for this program are complete.

When does Toyota anticipate the repair will be ready?
Toyota is currently working on the repair procedures and necessary materials to complete the repair for the affected vehicles and we anticipate that this may take several months. Once those preparations are complete, any vehicle exhibiting the condition will be eligible to receive a repair under the terms of this Customer Support Program.

At that time, Toyota will begin notifying customers that repairs are ready to be performed under this program through a second letter. Letters will be sent over several months. At that point, if the owner experiences or has experienced the condition, they should contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the dealer will arrange to have the repair performed FREE OF CHARGE in accordance with the terms of this Customer Support Program.

Do I need to wait until I actually receive a second owner notification letter before visiting a dealer to receive a repair?
No. As soon as the repair under this this Customer Support Program begins, you should visit any authorized Toyota dealer for diagnosis if your vehicle is exhibiting the condition and, if applicable, repair.

Can I be reimbursed if I previously paid for repairs related to factory-applied paint peeling from my vehicle due to this condition?
Customers who have already paid for repairs related to this condition may qualify for reimbursement of some, or all, of their out of pocket costs. The expense must have been incurred prior to September 26, 2019, and sufficient documentation submitted, to qualify for reimbursement. Toyota will not reimburse for out of pocket costs incurred after September 26, 2019. Customer reimbursement instructions will be included in the owner letter.

What should I do if the factory-applied Blizzard Pearl or Super White paint is currently peeling from this condition?
Toyota is currently working on the repair for this condition under this program. Toyota recommends that you wait until the repair has been launched because dealers are not yet ready to perform the repair. We will begin sending the second owner notification letter as soon as the repair for this Customer Support Program is ready.

What is involved in the repair?
Toyota is still developing the repair and the specific details of the repair covered under this program have not been finalized yet. However, the repair will be limited to repainting the specific area of the vehicle’s exterior affected by the condition. Please note, as the program is still under development, the above details are still subject to change. When Toyota launches the repair for this Customer Support Program, the specific details of the repair covered under this program will be provided.

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.

Which factory-applied paints are covered by this Customer Support Program?
The factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle’s exterior metal body panels are covered by this program.

Is the factory-applied paint on plastic body panels covered by this Customer Support Program?
No. Factory-applied paint on plastic body panels (for example: a plastic bumper cover) is not covered. Only factory-applied Blizzard Pearl (Toyota paint code 070) and Super White (Toyota paint code 040) paint on the vehicle’s exterior metal body panels are covered by this program. Plastic body panels are not covered by this program because plastic body panels do not have the base metal electro-deposition layer that is affected by this condition.
Toyota should have done this a long time ago. Just saying....
 
J

Judono

Guest
My 2007 Rav4 V6 roof has been peeling. Can't believe Toyota didn't cover my year.
 
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