Toyota Motor Sales, U.S.A., Inc. 19001 South Western Avenue, …

TMS-NTC-14022 February 26, 2014

Toyota Motor Sales, U.S.A., Inc. 19001 South Western Avenue, S207 Torrance, CA 90509-2991

Recall Management Division National Highway Traffic Safety Administration 1200 New Jersey Avenue, SE Washington, DC 20590

Re: Toyota Safety Recall 13V-396 Dealer Notification (Remedy)

To whom it may concern,

Please find attached the Dealer Notification Letter (Remedy) for Toyota Safety Recall 13V-396 on the following Toyota and Lexus vehicles:

? Certain 2006 through 2010 Model Year Highlander HV ? Certain 2006 to 2008 Model Year RX 400h

If you have any questions regarding this matter, please contact me at (310) 468-5316.

Sincerely,

Quality Compliance Assistant Manager

Attachments: ? Toyota 13V-396 (D0M) Dealer Notification (Remedy) ? Lexus 13V-396 (DLF) Dealer Notification (Remedy)

To:

All Toyota Dealer Principals, Service Managers, and Parts Managers

Subject:

Safety Recall D0M ? Remedy Available Certain 2006 through 2010 Model Year Highlander Hybrid Vehicles Intelligent Power Module (IPM) Replacement

As previously announced on September 3, 2013, Toyota filed a Defect Information Report (DIR) with the National Highway Traffic Safety Administration (NHTSA) informing the agency of our intent to conduct a voluntary Safety Recall on Certain 2006 through 2010 Model Year Highlander Hybrid Vehicles.

Toyota has completed remedy preparations and will now begin mailing the remedy owner letter.

Condition

Inside the Hybrid Inverter Assembly is an Intelligent Power Module (IPM) which contains a control board equipped with transistors. Due to variations in operating characteristics of some IPM transistors, the temperature of the transistor(s) can exceed the allowable temperature of the solder underneath the transistor. If this occurs, the solder could degrade and eventually cause heat damage to the transistor(s), illuminating various warning lights on the instrument panel. In most cases, the vehicle will enter a "fail-safe" mode, resulting in reduced power under which the vehicle can still be driven for short distances. In limited cases, the fuse of the power supply circuit could blow, causing the hybrid system to shut down. If the Hybrid System shuts down, the vehicle could stop while being driven increasing the risk of crash.

Remedy

Toyota dealers will replace the IPM at NO CHARGE to the vehicle owner. For additional information on repair procedures, please refer to TIS.

The following information is provided to inform you of the owner notification timing and your degree of involvement.

1. Owner Letter Mailing Date

Toyota has completed remedy preparations and will begin to notify owners in mid-October, 2013. A sample of the owner notification letter has been included for your reference.

Toyota tries very hard to obtain current customer name and address information when mailing owner letters. In the event your dealership receives a notice for a vehicle that was sold prior to the Safety Recall announcement, it is the dealership's responsibility to forward the owner letter to the customer who purchased the vehicle.

Please note that only owners of the covered vehicles will be notified. If a dealer is contacted by an owner who has not yet received the notification, please instruct the dealer to verify coverage by confirming through TIS. Dealers should perform the procedure as outlined in the Technical Instructions located on TIS.

2. Dealer/Owner Lists

Summary Reports, containing the number of covered vehicles in your dealership's primary marketing area, have been enclosed in the dealer package. (Please verify eligibility by confirming through Dealer Daily or TIS prior to performing repairs.)

3. Pre-Owned Vehicles in Dealer Stock

Toyota requests that dealers verify whether their Pre-Owned vehicles in dealer inventory are covered by this Safety Recall. If a vehicle is covered, the dealer should perform the Safety Recall remedy prior to customer delivery.

Safety Recall D0M ? D ? Page 2

4. Number and Identification of Covered Vehicles

There are approximately 79,600 Toyota Highlander Hybrid covered by this Safety Recall in the U.S.

Model Name Toyota

Highlander Hybrid

Model Year Certain 2006 through 2010

Production Period Mid February 2005 through late July 2010

Number of Vehicles Approximately 79,600 units

Please note that only owners of the covered vehicles will be notified. If your dealership is contacted by an owner who has not yet received the notification, please instruct the dealer to verify coverage by confirming through TIS. Dealers should perform the procedure as outlined in the Technical Instructions located on TIS.

A UIO matrix by state is provided to inform your dealership of the number of covered vehicles in your state.

STATE UIO

STATE UIO

STATE UIO

STATE UIO

STATE UIO

AK

266

HI

105

MI

1041

NV

586

UT

866

AL

474

IA

615

MN

1515

NY

4090

VA

3583

AR

323

ID

463

MO

934

OH

1588

VT

326

AZ

1459

IL

3108

MS

181

OK

439

WA

3997

CA 14990

IN

1003

MT

325

OR

2093

WI

1209

CO

3822

KS

556

NC

2018

PA

2772

WV

247

CT

1400

KY

631

ND

82

RI

285

WY

157

DC

307

LA

347

NE

321

SC

663

DE

195

MA

2995

NH

573

SD

167

FL

2941

MD

2094

NJ

2193

TN

1000

GA

1427

ME

436

NM

739

TX

3484

5. Parts Ordering Process

Orders can be placed through the dealership's facing PDC. The kits have been placed on Dealer Ordering Solutions and will be systematically released daily based on dealer ordering criteria.

Please refer to the table below and the Technical Instructions for part ordering information.

Model Application Highlander HV

Part No. 04001-29148 08887-02409

Part Name TRANSISTER, PWR MODULE INTELLIGENT, NO.2

GREASE G747

Qty/Unit 1 2

IMPORTANT PARTS ORDERING UPDATE All Safety Recall, Service Campaign (SSC/LSC) and Customer Support Program (CSP) parts will be eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin 2011-087 for campaign parts that are

currently returnable under the Monthly Parts Return Program and additional details.

6. Technician Training Requirements

The repair quality of covered vehicles is extremely important to Toyota. All dealership associates involved in the recall process are required to successfully complete E-Learning course SC13A. To ensure that all vehicles have the repair performed correctly; technicians performing this recall repair are required to have the following minimum certification:

? Hybrid Expert ? Master Technician ? Master Diagnostic Specialist

It is the dealership's responsibility to select technicians with the above certification level or greater to perform this Safety Recall repair. Carefully review your resources, the technician skill level, and ability before assigning technicians to this repair. It is important to consider technician days off and vacation schedules to ensure there are properly trained technicians available to perform this repair at all times.

Safety Recall D0M ? D ? Page 3

7. Remedy Procedures

Please refer to TIS for Technical Instructions on repair.

Conduct all applicable, non-completed Safety Recall and Service Campaigns on the vehicle during the time of appointment.

8. Campaign Special Service Tools

In a separate shipment scheduled to arrive October 2, 2013, your dealership was sent a package containing special service tools for this campaign. When received, the package will have a fluorescent (green, orange, yellow, or pink) label like the sample shown below for easy identification.

ATTN: Service Manager SAFETY RECALL D0M

Campaign Tools

Part Name

Sample

Qty

Part Name

Sample

Qty

Protective Cover A

1

Protective Cover B

1

Masking Plate

1

Squeegee

1

Stud Bolt

2

Masking Plate Nut/Bolt

4

NOTE: If additional gloves are needed they can be ordered through SPX by calling 800-933-8335 (Gloves are not included in the Campaign Tool Kit)

Part Number 00002-03100-S 00002-03200-M 00002-03300-L

Part Name Electrical Insulating Gloves (Small) Electrical Insulating Gloves (Medium) Electrical Insulating Gloves (Large)

Quantity 1

9. Warranty Reimbursement Procedure Certain 2006 through 2010 Model Year Highlander Hybrid Vehicles

Model

Op. Code

06 - 07 MY 2WD

3530HJ

Description Replace the IPM for 2WD models (DW21A & GW21A)

Flat Rate Hour

3.4 hr/vehicle

06 - 07 MY AWD

3530HM

Replace the IPM for AWD models (EW21A & HW21A)

3.5 hr/vehicle

08 ? 10 MY 3530HQ

Replace the IPM for AWD models (BW3EH, EW41A, EW44A & JW3EH)

4.0 hr/vehicle

? The flat rate times include 0.1 hours for administrative cost per unit for the dealership.

? Toyota Genuine Brake Cleaner and Toyota Genuine Throttle Plate Cleaner or equivalent can be

claimed as sublet type "OF" under OP Code 3530HJ, 3530HM or 3530HQ at a rate of $5.00 per

vehicle(marking pens and electrical tape is also included in the sublet cost)

? Parts replaced under OP code 3530HJ, 3530HM or 3530HQ are subject to warranty parts return, any

misuse of these operation codes will result in a warranty claim debit

Safety Op. Recall Code

Description

Flat Rate Hour

Replace the IPM, DTC present after IPM replacement, replace Inverter

Contact

D0M

Contact Region

Rep.

Assembly on 2WD Models DW21A & GW21A Replace the IPM, DTC present after IPM replacement, replace Inverter

Assembly on AWD Models EW21A & HW21A Replace the IPM, DTC present after IPM replacement, replace Inverter

Region Rep. Contact

Region Rep. Contact

Assembly on AWD Models BW3EH, EW41A, EW44A & JW3EH

Region Rep.

? Regional representative will provide available sublets for this operation

Important Note: If you have DTCs Present after performing the IPM replacement, please consult the Technical Instruction Appendix and repair manual for DTC diagnosis. In the event you need further assistance diagnosing the current DTCs, please contact the Technical Assistance Hotline ? QA Powertrain Department at 800-2333178. Do not file a claim for Intelligent Power Module replacement; you will need to obtain an Op. Code from your regional representative for Inverter Replacement.

Safety Recall D0M ? D ? Page 5 Campaign Designation Decoder

Examples: A0D = Launched in 2010, Remedy Phase, 4th Campaign Launched in 2010 B1M = Launched in 2011, Interim Phase, 13th Campaign Launched in 2011 D0B = Launched in 2012, Remedy Phase, 1st Campaign Launched in 2013

10. Repair Quality Confirmation The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have the repair performed correctly, please designate at least one associate (someone other than the individual who performed the repair) to verify the repair quality of every vehicle prior to customer delivery.

11. Media Contacts If you are a dealership associate and have any questions, please contact your District Service/Parts Manager. In the event you are contacted by the News media, it is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media contacts must be directed to Cindy Knight (310) 468-2170 in Toyota Corporate Communications. (Please do not provide this number to customers)

12. Customer Contacts A FAQ is attached to help respond to any customer concerns. If the customer has any further questions, they are requested to contact the Toyota Customer Experience Center. The Toyota Customer Experience Center can be reached at 1-888-270-9371 Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am through 4:00 pm Pacific Time. Please note the attached FAQ is published on the website for customer viewing.

Please review this entire package with your Service and Parts staff to familiarize them with the proper step-by-step procedures required to implement this Safety Recall. Thank you for your cooperation. TOYOTA MOTOR SALES, U.S.A., INC.

Safety Recall D0M - Remedy Available

Certain 2006 through 2010 Model Year Highlander Hybrid Vehicles

Intelligent Power Module (IPM) Replacement

Customer Frequently Asked Questions

Published Late September, 2013

Background As previously announced on September 4, 2013, Toyota filed a Defect Information Report (DIR) with the National Highway Traffic Safety Administration (NHTSA) informing the agency of our intent to conduct a voluntary Safety Recall on certain 2006 through 2010 model year Highlander Hybrid vehicles.

Toyota has completed remedy preparations and will now begin to notify owners.

Q1: What is the condition? A1: Inside the hybrid inverter assembly is an Intelligent Power Module (IPM) which contains a control board

equipped with transistors. Due to variation in characteristics of transistors in parallel circuits, the temperature of the transistor(s) can exceed the allowable temperature of the solder underneath the transistor. If this occurs, the solder could degrade and eventually cause heat damage to the transistor(s), illuminating various warning lights on the instrument panel. In most cases, the vehicle will enter a "failsafe" mode, resulting in reduced power under which the vehicle can still be driven for short distances. In limited instances, the fuse of the power supply circuit could blow, causing the hybrid system to shut down and resulting in the vehicle stopping while being driven. This can increase the risk of a crash.

Q1a: What is the Hybrid System Inverter? A1a: The hybrid system inverter converts high-voltage DC, stored in the HV battery, into AC for the motor

generator. It also converts AC into DC during regenerative braking for storage in the HV battery.

Q2: Which Warning Lamps are illuminated on the instrument panel when the vehicle enters fail-safe driving mode?

A2: All of the following warning lights and messages will be illuminated on the instrument panel when the vehicle enters the fail-safe driving mode. The fail-safe driving mode will result in reduced power under which the vehicle can still be driven for short distances.

(yellow indicator)

Warning lights Master Warning Light

Slip Indicator

Check Engine Warning Light Electronically Controlled Brake System Warning Light

Warning messages Malfunction of VSC function is detected.

Hybrid system malfunction is detected.

All Wheel Drive system malfunction is detected.

? 2013 Toyota Motor Sales, USA

Page 1 of 3

Q2a: A2a:

How long and what distance can a vehicle be driven when the vehicle enters fail-safe driving mode? The distance a vehicle will continue to travel in fail-safe driving mode will vary based upon the hybrid battery state of charge and the road conditions. If a vehicle enters fail-safe driving mode, the driver should pull-over and stop the car in a safe area. The driver should immediately contact his/her local Toyota dealer for assistance.

Q3: What is Toyota going to do? A3: In mid-October, 2013 Toyota will send an owner notification by first class mail to owners of vehicles

covered by this Safety Recall.

Any authorized Toyota dealer will replace the Intelligent Power Module at No Charge to you.

Q3a: A3a:

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.

Q3b: Do I need my owner letter to have the remedy performed? A23b: You do not need an owner letter to have this recall completed; however, to assist the dealer in

confirming vehicle eligibility, we request that you present this notice at the time of your service appointment.

Q4: What steps can I take to reduce the possibility of this condition from occurring prior to the availability of the remedy?

A4: You can take the following steps to reduce the possibility of this condition from occurring until the remedy is completed.

(1) Regularly confirm that the coolant level in the inverter coolant reservoir is between FULL and LOW. If the coolant level is below the LOW line, please add coolant up to the FULL line.

Inverter Coolant Reservoir

Toyota dealers will inspect the coolant level, and if necessary, add coolant, at no charge at the customer's request.

(2) Avoid placing a high load on the Hybrid System. Drivers can do so by refraining from towing with the vehicle until the remedy is completed.

Power Meter

(3) Monitor your Power Meter. The Power Meter indicates the immediate output from the Hybrid System in approximate kilowatts. Keep power usage below 100kW as much as possible. Situations where the Power Meter shows output slightly over 100kW for a brief moment should not raise any concerns.

? 2013 Toyota Motor Sales, USA

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