[Narboza]

This post contains the letter sent by Toyota to dealers about the second generation sliding door problems. Full details are in the attachment. Some highlights:

- Basically they will fix it for all vehicles that display the problems.
- Owner letters have not yet been sent.
- Find your receipts -- the draft owner letter in the attachment says they will "consider" reimbursement.
- Note that this is a "Customer Support Program" and not a safety recall.
- New warranty period for these specific door parts: 9 years from the date of first use or 120,000 miles.
- The covered Toyota Sienna vehicles were produced from mid-January 2003 through early-January 2010.

This means that the early build '04 vehicles are exiting the new extended warranty period. This implies that Toyota will consider reimbursement as the primary means of support for these vehicles.

Emphasis below is in the original. This is just the first part of the seven page letter.

To: All Toyota Dealer Principals, Service Managers, Parts Managers

Subject: Customer Support Program (CSP) – ZTS

• Certain 2004 to 2010 Model Year Sienna Vehicles Extension of Warranty Coverage for Rear Sliding Door Latch Assembly

• Certain 2004 to 2007 Model Year Sienna Vehicles Extension of Warranty Coverage for Power Sliding Door Cable Assembly

In our continuing efforts to assure the best in customer satisfaction, Toyota is announcing a Customer Support Program (CSP) to extend the warranty coverage on the rear sliding door latch assemblies on certain 2004 to 2010 Model Year Sienna Vehicles. This warranty extension will also provide coverage for the Power Sliding Door Cable Assembly on Certain 2004 to 2007 Model Year Sienna Vehicles equipped with a power sliding door.

Background

Toyota has received reports of customer concerns regarding rear sliding doors that gradually become difficult to open or close in certain 2004 to 2010 model year Sienna vehicles.

Although the Rear Sliding Door Latch and Power Sliding Door Cable Assembly* 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. To assure our customers’ satisfaction with that ownership experience, we are offering an extension of the warranty coverage for the covered vehicle’s Rear Sliding Door Latch Assemblies and Power Sliding Door Cable Assemblies*.

*Note: Warranty Extension Coverage for the Power Sliding Door Cable Assembly only applies to Certain 2004 to Certain 2007 Model Year Sienna Vehicles equipped with a power sliding door.

**Please see the Owner’s Warranty Information Booklet for details.

The following vital information is provided to inform you and your staff of the program notification schedule and your degree of involvement.

 

[usedhybrid]

Wow, i've had my door disabled and I've been using it manually. Time to turn it back on!

 

[Carnut8]

wonder if this mean my 04 XLE is covered til 2013? do I ask the dealer about it?

 

[genka]

Wow, this is very nice of them!

 

[sortsol]

So, is this implying that the 2008+ vans have the upgraded motors and cables for the power doors? I have a 2008 and this has been one of my concerns.

 

[meazz1]

that's a good gesture from team toyota.
I did not expect this to come thru.

time to start using the doors to the fullest.

 

[Narboza]

wonder if this mean my 04 XLE is covered til 2013? do I ask the dealer about it?

The dealer can give you the in-service date (i.e. the day the vehicle was first sold). The warranty coverage is 9 years after that date. The dealer can access that info in the Toyota Technical Information System (TIS) by VIN. This is the same system I downloaded the dealer letter from.

 

[Carnut8]

I should check that out because I am about to buy a platinum warranty for my sienna.

 

[usedhybrid]

I just checked with my dealer and they said that 99% of people who receive the letter are getting their repairs covered.

 

[madcow19]

I just bought a used 2004 Sienna. Both power sliding doors still work, but I can hear creaking and friction noises when they open. I fully expect them to fail at some point, but that might be beyond 9 years or 120,000 miles. Can I get my cables and hinges preemptively replaced?

 

[meazz1]

Has anyone received the letter yet?

 

[usedhybrid]

I just bought a used 2004 Sienna. Both power sliding doors still work, but I can hear creaking and friction noises when they open. I fully expect them to fail at some point, but that might be beyond 9 years or 120,000 miles. Can I get my cables and hinges preemptively replaced?

Schedule an appt at the dealer and find out. When I called, the service guy I spoke with knew exactly what I was referencing. They are clearly gearing up for this.

 

[gumby]

I can't find a similar warranty extension from Toyota Canada. This will either make me avoid buying a Sienna or get only the CE trim with manual sliding doors.

 

[imraan77777]

Guys,
Any idea when these letters are coming. I just bought a used Sienna with this inherited issue. However, when I called a coupe of dealers in Arlington, VA area they acted as if I am talking about something supernatural. I can't see this warranty on Toytoa's website. I updated my ownership information in Toyota Owners' website. Do you know what the next steps are.... Do I need to call Toyota?

 

[Narboza]

Any idea when these letters are coming. Do you know what the next steps are.... Do I need to call Toyota?

This program is just starting up, so I would give it time to work through the dealer system. I posted a letter you would normally not see. The CSP would normally not be visible to owners until the letters arrive, so I do not view individual dealer ignorance as unusual. I think the first thing to check is whether your vehicle is displaying the problem symptoms or not.I checked the VIN for the 2006 we used to own and got the following from TIS:

CSP Description:		Customer Support Program - Extension of Warranty Coverage on Certain 2004 - 2007 MY Sienna for Power Sliding Door Cable Assembly and on Certain 2004 - 2010 MY Sienna for Rear Sliding Door Latch Assembly
Status:		Potentially Eligible
Memo:		This vehicle is included in the range for a CSP which extends warranty coverage for certain repairs related to rear sliding doors that gradually become difficult to open or close. Refer to Warranty Bulletin POL12-02.

 

[JMJNet]

Bring the print out of the document.

If you can, try to delete the word "sample" from the letter (last page).

You should be set

I had mine at the dealer all day Friday while they sort it out and have to order the part.
It will go back Monday for actual work.

 

[fibber2]

Now I know that this will sound terribly selfish, but, well, I'll throw this out there because it bothers me a little bit.

The decision whether or not to take out an 'insurance policy' is a study in 'risk and reward'. Before buying my used Sienna last year I educated myself and was fully aware of the ongoing power door issues and the expenses involved in getting them repaired. Even with the mid cycle refresh upgrades, nagging problems persist. The potential exposure of a single event that could result in a cost break-even against the extended warranty was a strong motivating factor in my decision to pony up the cash for an 8yr/125k plan.

In this case, it turns out that those who said "I'll take my chances" are the real winners, as they skipped the expense up front, and Toyota is coming to their aid anyway.

Wouldn't it be nice if Toyota reran their actuary tables and cut those of us who bought the plan a partial refund as a common and expensive repair is now fully covered for all? Yep, fat chance.....

 

[Narboza]

fat chance.....

Got that right ... but then they also do not know why you bought the extended service plan.

 

[AZGuy]

We had the problem with the door getting jammed on our 2008 Sienna XLE last Fall. At that time they did some adjustments and "lubed" the door mechanism. Last week on 2 occasions we could not open the passenger side sliding door until we applied brute force.

Took it in to the Dealer on Thurs 4/26 and they mentioned that they just received a bulletin from Toyota and put us in a loaner car. They replaced the motor and latch assembly at no cost. I asked them to do the other door but they wouldn't until it presents the problem. Picked it up today. So far so good....

 

[jburner]

AZGUy or anyone else, can you verify if Toyota is replacing with the exact same thing or putting in a cable/assembly that is a better stronger design?