ESP TOYOTA HIGHLANDER HYBRID 2011 XU40 / 2.G Warranty And Maintenance Guide

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WARRANTY INFORMATION
Introduction
Satisfaction Down the Road 4
The Immobilizer Key 5
Transportation Assistance7
If You Need Assistance8
Warranty Coverage at a Glance10
Your Warranties in Detail
General Warranty Provisions11
New Vehicle Limited Warranty 12
Federal Emission Control Warranty16
California Emission Control Warranty 22
Tire Limited Warranty28
Your Responsibilities
Operation and Maintenance29
Obtaining Warranty Service31
Table of Contents
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A
t Toyota, our top priority is always
our customers. We know your
Toyota is an important part of your
life and something you depend on every
day. That’s why we’re dedicated to building
products of the highest quality and
reliability.
Our excellent warranty coverage is
evidence that we stand behind the quality
of our vehicles. We’re confident — as you
should be — that your Toyota will provide
you with many years of enjoyable driving.
To further demonstrate our commitment to
our customers’ satisfaction, occasionally
we may establish a special policy
adjustment to pay for specific repairs that
are no longer covered by warranty. When
we establish such a policy adjustment, we
mail details to all applicable owners we
have on record. That’s why it’s important
to send in the card at the back of this
booklet if you change your address or if
you’ve purchased this vehicle from a
previous owner.
To provide you with added protection
against unexpected service costs, we offer
Toyota Extra Care vehicle service
agreements and Toyota Auto Care pre-paid
maintenance programs. Both offer plans to
meet a wide variety of needs. Your
dealership can help you select the plan
that’s best for you. Our goal is for every Toyota customer to
enjoy outstanding quality, dependability
and peace of mind throughout their
ownership experience. We want you to be
a satisfied member of the Toyota family
for many miles to come.
Pages 5–31 of this booklet describe
the terms of Toyota warranty coverage
as well as general owner
responsibilities. The scheduled
maintenance section describes your
vehicle’s maintenance requirements. Be
sure to review this information
carefully, since proper maintenance is
required to ensure that warranty
coverage remains intact.
All information in this booklet is the latest
available at the time of publication and,
with the exception of the emission control
warranties, is subject to change without
notice.
Satisfaction Down the Road
WARRANTY
4Introduction

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B
oth Toyota and your Toyota dealer
are dedicated to serving your
automotive needs. Your complete
satisfaction is our first priority. Should you
have a problem or concern — either
during or after the warranty period —
please take the following steps to ensure
the quickest possible response:
Step 1
Discuss the situation with a dealership
manager, such as the service manager or
customer relations manager. In most
cases, a satisfactory solution can be
reached at this step.
Step 2
If the dealership does not address your
concern to your satisfaction, call the
Toyota Customer Experience Center at
(800) 331-4331.
Please have the following information
ready when you call:
• Your Toyota’s vehicle identification
number (located on the driver’s side
corner of the dashboard, under the
window)
• Current mileage on your vehicle
• Name of your Toyota dealership
A Toyota customer relations representative
will assist you in working with the
dealership to find a satisfactory solution.
Step 3
If your concern has still not been resolved
to your satisfaction, Toyota offers
additional assistance through the Dispute
Settlement Program, a dispute resolution
program administered by the National
Center for Dispute Settlement. The
purpose of the Dispute Settlement
Program is to resolve disputes through
arbitration — a process by which two
parties authorize an independent third
party to hear and resolve a dispute. The
program is informal and free of charge. To
request that your case be reviewed
through the program, complete the
customer claim form in the
Owner’s
Warranty Rights Notification
booklet
(found in your glove box) and mail it to:
National Center for Dispute Settlement
P.O. Box 688
Mt. Clemens, MI 48046
If you would like to request a customer
claim form, call the Toyota Customer
Experience Center at (800) 331-4331.
When you call, please have your vehicle
identification number, the current mileage
on your Toyota and the names of your
selling and servicing dealerships.
If You Need Assistance
WARRANTY
8Introduction

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MAINTENANCE
You are responsible for performance of
the required maintenance indicated in the
Owner’s Manualand this booklet. Toyota
will not deny a warranty claim solely
because you do not have records to show
that you maintained your vehicle. However,
any failure or noncompliance caused by
lack of maintenance is not covered by this
warranty.
When maintenance and repairs are paid
for by you, these services may be
performed by you or by any automotive
service provider you choose. Toyota will
not deny a warranty claim solely
because you used a service provider
other than a Toyota dealership for
maintenance and repairs. However, any
failure or noncompliance caused by
improper maintenance or repairs is not
covered by this warranty.
REPLACEMENT PARTS
To ensure optimum performance and
maintain the quality built into your
vehicle’s emission control systems, Toyota
recommends the use of Genuine Toyota
Parts when servicing or repairing the
systems.
Warranty coverage is not dependent
upon the use of any particular brand of
replacement parts and you may elect to
use non-Genuine Toyota Parts for
maintenance and repairs. However, use
of replacement parts that are not
equivalent in quality to Genuine Toyota
Parts may impair the effectiveness of the
emission control systems.
If you use replacement parts that have
maintenance or replacement schedules
different from those of Genuine Toyota
Parts, you must follow the maintenance
and replacement schedules for the parts
you are using. In addition, you should
ensure that such parts are warranted by
their manufacturers to be equivalent to
Genuine Toyota Parts.
Federal Emission Control Warranty
WARRANTY
Your Warranties in Detail19

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MANUFACTURER’S
WARRANTY COVERAGE
1) For three years or 50,000 miles,whichever occurs first:
• If your vehicle fails a smog-check
test, all necessary repairs and
adjustments will be made by Toyota
to ensure that your vehicle passes
the test. This is your Emission
Control System PERFORMANCE
WARRANTY.
• If an emissions-related part listed
on pages 17–18 is defective, the
part will be repaired or replaced by
Toyota. This is your SHORT-TERM
Emission Control System DEFECT
WARRANTY. Specific components
may have longer coverage under
the terms of the Powertrain
Warranty.
2) For seven years or 70,000 miles, whichever occurs first:
• If an emissions-related part listed
on page 24 is defective, the part
will be repaired or replaced by
Toyota. This is your LONG-TERM
Emission Control System DEFECT
WARRANTY.
OWNER’S WARRANTY
RESPONSIBILITIES
You are responsible for performance of
the required maintenance indicated in the
Owner’s Manualand this booklet. Toyota
recommends that you retain all receipts
covering maintenance on your vehicle, but
Toyota cannot deny warranty coverage
solely for the lack of receipts or your
failure to ensure the performance of all
scheduled maintenance.
You are responsible for presenting your
vehicle to a Toyota dealership as soon as
a problem exists. The warranty repairs
should be completed in a reasonable
amount of time, not to exceed 30 days.
You should also be aware that Toyota may
deny you warranty coverage if your vehicle
or a part has failed due to abuse, neglect,
improper maintenance or unapproved
modifications.
If you have any questions regarding your
warranty rights and responsibilities, you
should contact the Toyota Customer
Experience Center at (800) 331-4331 or
the California Air Resources Board, Mobile
Source Control Division, at 9528 Telstar
Avenue, P.O. Box 8001, El Monte, CA
91734-8001.
California Emission Control Warranty
WARRANTY
Your Warranties in Detail23

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Hybrid System
•Battery*
• Battery control computer (battery
voltage sensor)*
• HV control computer*
• Inverter with converter*
• Motor assembly, RR traction with
transaxle
• Transaxle (including motor and
generator)
Ignition System
•Knock sensor
MAINTENANCE
You are responsible for performance of
the required maintenance indicated in the
Owner’s Manualand this booklet. Toyota
will not deny a warranty claim solely
because you do not have records to show
that you maintained your vehicle. However,
any failure or noncompliance caused by
lack of maintenance is not covered by this
warranty.
When maintenance and repairs are paid
for by you, these services may be
performed by you or by any automotive
service provider you choose. Toyota will
not deny a warranty claim solely
because you used a service provider
other than a Toyota dealership for
maintenance and repairs. However, any
failure or noncompliance caused by
improper maintenance or repairs is not
covered by this warranty.
* Covered under the Hybrid System Warranty for eight years or 100,000 miles, whichever occurs first.
California Emission Control Warranty
WARRANTY
Your Warranties in Detail25

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GENERAL INFORMATION
You are responsible for ensuring that your
Toyota is operated and maintained
according to the instructions in the
Owner’s Manualand this booklet.
You should keep detailed records of
vehicle maintenance, since under some
circumstances they may be required for
warranty coverage. These records should
include date of service, mileage at time of
service and a description of service
performed and/or parts installed. For your
convenience, a maintenance log is
included in this booklet. If you sell your
vehicle, you should give your maintenance
records to the new owner.
Toyota will not deny a warranty claim
solely because you do not have records to
show that you maintained your vehicle.
However, damage or failures caused by
lack of proper maintenance are not
covered under warranty.
WHERE TO GO FOR MAINTENANCE
You may have maintenance performed on
your vehicle by any qualified person or
facility. However, Toyota recommends
having maintenance performed by an
authorized Toyota dealership.
Toyota dealership technicians are specially
trained to maintain and repair Toyota
vehicles. They stay current on the latest
service information through Toyota
technical bulletins, service publications
and training courses. Many are also
certified through the Toyota Certification
Program, which involves a series of
rigorous written examinations. Feel free to
ask any Toyota dealership to show you
their technicians’ credentials.
You can be confident you’re getting the
best possible service for your vehicle
when you take it to a Toyota dealership.
Operation and Maintenance
WARRANTY
Your Responsibilities29

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REPLACEMENT PARTS
Warranty coverage is not dependent upon
the use of any particular brand of
replacement parts. However, Toyota
recommends using only Genuine Toyota
Parts when you need to replace a part on
your vehicle. Like all Toyota products,
Genuine Toyota Parts are built to the
highest standards of quality, durability and
performance. They are also designed to fit
your vehicle’s exact specifications.
Your Toyota dealership maintains an
extensive inventory of Genuine Toyota
Parts to meet your vehicle service needs.
And because it is linked electronically to
Toyota’s Parts Distribution Centers, the
dealership has quick access to any parts it
may not have in stock.Genuine Toyota Parts are covered by their
own warranty (see your dealer for details)
or the remainder of any applicable New
Vehicle Limited Warranty, whichever is
longer.
Non-Genuine Toyota Parts, or any
damage or failures resulting from their
use, are not covered by any Toyota
warranty.
Operation and Maintenance
WARRANTY
30Your Responsibilities

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BY GEOGRAPHIC REGION
In the United States, U.S.
Territories and Canada
To obtain warranty service in the United
States, U.S. territories or Canada, take
your vehicle to an authorized Toyota
dealership. If your vehicle cannot be
driven, contact your nearest Toyota
dealership for towing assistance. You do
not have to pay for towing to the nearest
Toyota dealership if your vehicle is
inoperable due to failure of a warranted
part.
Outside the United States, U.S.
Territories and Canada
If you are using your vehicle outside the
United States, U.S. territories and Canada
and need warranty service, contact a local
Toyota dealership. Please note, however,
that your vehicle may not be repaired free
of charge because the local Toyota
distributor may have no obligation to
provide warranty service for your vehicle,
and/or your vehicle may not comply with
local regulatory or environmental
requirements.
EMERGENCY REPAIRS
If your vehicle is inoperable or unsafe to
drive and there is no Toyota dealership
reasonably available to make repairs, you
may perform the repairs yourself or have
them performed by another automotive
service provider. Toyota will reimburse you
for any of the repairs that are covered by
warranty. To receive reimbursement,
present to an authorized Toyota dealership
your paid repair invoices and any parts
that were removed from the vehicle. You
will be reimbursed for warranted parts at
the manufacturer’s suggested retail price
and warranted labor at a geographically
appropriate hourly rate multiplied by
Toyota’s recommended time allowance for
the repair.
If your vehicle requires emergency repair,
Toyota assumes no liability for subsequent
failures caused by improper repairs or the
use of non-Genuine Toyota Parts unless
you have the vehicle properly repaired in a
timely manner. To ensure that warranty
coverage remains intact, have your vehicle
inspected by an authorized Toyota
dealership as soon as possible after an
emergency repair.
Obtaining Warranty Service
WARRANTY
Your Responsibilities31

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IMPORTANT MAINTENANCE
INFORMATION
It is especially important to both
routinely check your vehicle’s engine oil
level (once a month) and regularly
replace the engine oil and oil filter (see
the Maintenance Log section of this
booklet to determine how often you
should change your vehicle’s oil and
filter). Failure to do so can cause oil
starvation and or oil gelling, which can
result in severe damage to your vehicle
and require costly repairs that are not
covered by the New Vehicle Limited
Warranty.
Maintenance Records
Maintaining your vehicle according to the
recommendations in this booklet is
required to ensure that your warranty
coverage remains intact. You should keep
detailed records of vehicle maintenance,
including date of service, mileage at time
of service and a description of service
and/or parts installation performed. The
scheduled maintenance log in this booklet
can help you document this information. If
you sell your vehicle, be sure to give your
maintenance records to the new owner.
Toyota will not deny a warranty claim
solely because you do not have records to
show that you maintained your vehicle.
However, damage or failure caused by lack
of proper maintenance are not covered
under warranty.
Maintenance Providers
Maintenance and repair services may be
performed by you or by any automotive
service provider you choose. Toyota will
not deny a warranty claim solely because
you used a service provider other than a
Toyota dealership for maintenance and
repairs. However, damage or failure
caused by improper maintenance or
repairs are not covered under warranty.
Dealer-Recommended
Maintenance
Your dealer may recommend more
frequent maintenance intervals or more
maintenance services than those listed in
the scheduled maintenance log. These
additional services are not required to
maintain your warranty coverage. Ask your
dealer to explain any recommended
maintenance not included in the scheduled
maintenance log.
For a complete description of Toyota
warranty coverages, see the Warranty
Information portion of this booklet.
Maintaining Your Warranty
Maintenance Log33
MAINTENANCE