Campaign - Brake Pulsation, Hesitation And Performance: Overview
88toyota14MEMO 103188 88W31 OCT. 31, 1988
To: All Region/Private Distributor General Managers
From: Phil Broman Corporate Service Manager
Subject: Special Policy Adjustment Programs Beyond the Warranty Period
To maintain leadership in customer satisfaction, our company has continually improved the protection offered by its warranty coverages and has communicated actively with the dealers to implement the customer first philosophies of the Toyota Touch. Our 36 month/36,000 mile comprehensive warranty and our toll-free customer assistance number are just two of many examples of this commitment.
To further strengthen our commitment to customer satisfaction, I am pleased to announce a new SPECIAL POLICY ADJUSTMENT (SPA) PROGRAM for our owners.
Special Policy Adjustments will pay for all or part of the repair costs on specific vehicles beyond normal warranty coverage when a decision to do so is made.
When an SPA program is to be implemented, the following steps will be taken:
^ You will be notified of the specifics of each SPA.
^ A Special Policy Adjustment Bulletin (see attached) will be issued to all dealers with detailed instructions for the adjustment.
Customers will be directed to contact their dealership customer relations managers with any questions regarding their vehicles. Our customer relations toll-free information line (1-800-331-4331) will also be available to customers for inquiries about any SPAs which may apply to their vehicles.
(Nots: Aside from this SPA program, customers will receive individual notification for the Camry brake pulsation repair.)
Information on the following SPAs will be available to owners via our "800" hotline number as of November 1, 1988 and to dealers through the special SPA bulletin.
^ Camry brake pulsation (applicable to 1983-early 1987 models)
^ Corolla hesitation (applicable to 1986-1987 models)
^ Tercel A/C performance (applicable to 1987-1988 models)
Your continued support and cooperation are appreciated.
To: All Dealers [Please share with Customer Relations & Service Mgrs.]
Subject: Toyota Touch Customer Care Program - Special Policy Adjustments
The customer-first philosophy of the Toyota Touch has resulted in increased customer satisfaction levels nationally. The strong commitment of our dealers is a major factor in this success.
As part of the overall Toyota Touch Customer Care philosophy, Toyota is pleased to announce an enhancement to our current customer relations policies. It is a new SPECIAL POLICY ADJUSTMENT (SPA) program for our owners. Customers may now contact any dealership or Toyota's customer relations' 800 number to determine if their vehicle is eligible for an establishad special policy adjustment(s) which will pay for all or part of repair costs on specific vehicles beyond normal warranty coverage.
This policy will permit the customer and the dealership to benefit from immediate resolution of an eligible problem within the guidelines of the coverage. Notification of the availability of this SPA program will take place gradually to all owners of 1986 through 1989 vehicles via mail beginning in November, 1988 and concluding by April of 1989.
The following items have been designated an SPAs effective November 1, 1988:
^ Camry Brake Pulsation
- direct mail customer notification initiated 5/88
^ Corolla Hesitation
- customer notification through inquiry to dealers or Toyota customer assistance center 800 number
^ Tercel A/C Performance
- customer notification through inquiry to dealers or Toyota customer assistance canter 800 number
Attached please find Toyota Special Policy Adjustment Bulletins for these three items. Bulletins in this format will be forwarded to you whenever a new SPA is established by Toyota. The following information and assistance is also available as needed depending on the nature of each adjustment offered:
^ Technical Service Bulletins (TSB)
- published by Toyota if specific repair instructions are required
^ Technical Hotline (1-800-233-3718)
- for questions concerning problem diagnosis or repair procedures if published information is not available
^ Warranty Bulletins
- published for changes to standard warranty procedured
(Note: Special Policy Adjustment bulletins will be accompanied by claim preparation procedures.)
^ Warranty Hotline (1-800-421-3405 CA) (1-800-421-3407 Outside CA)
- for questions concerning coverages or claim procedures
Customers will contact you concerning these programs or may contact Toyota directly using the customer hotline (1-800-331-4331). Toyota Customer Relations will open a customer contact to your dealership for inspection and follow-up, if an SPA may apply.
Thank you for your continued cooperation and support of this valuable program to increase customer satisfaction with Toyota products and your dealership.