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Preparing For the 1LF SSC

Overview

Lexus is initiating a Special Service Campaign (SSC). The 1LF SSC is for certain 2002 ES 300s where the left front brake tube may have been deformed prior to delivery due to improper installation of the coil spring spacer.

This Special Service Campaign provides your dealership with an opportunity to demonstrate its customer satisfaction philosophy and service convenience to our ES 300 owners very early in their ownership experience. This handbook provides all the details necessary to plan and implement this SSC at your dealership. Key points on the SSC are summarized below.

1LF Condition

On certain 2002 ES 300s produced in one of two ES 300 production plants in Japan, the left front brake tube may have been deformed prior to delivery due to improper installation of the coil spring spacer, which is installed to prevent damage during vehicle transportation (this spacer is removed as part of the pre-delivery service process prior to vehicle delivery to the customer). If the brake tube is deformed significantly, it may contact the inner fender panel, and eventually cause damage to the tube due to vibration during driving. Brake tube damage could also lead to brake fluid leakage after extended use of the vehicle.

1LF Repair

The 1LF SSC involves the inspection and, if necessary, replacement of the left front brake tube.

Customer Notification

Notification letters will be sent to the owners of affected vehicles beginning in late December 2001. This letter will advise owners of the need to have the vehicle inspected and, if necessary, the upgrade of the applicable components performed.

SSC and Customer Satisfaction

This Special Service Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. By implementing the 1LF SSC in an organized and efficient manner, we can nurture our relationships and strengthen these associations. Throughout the campaign, we need to let our customers know that we are genuinely interested in resolving the matter in a timely fashion with as little inconvenience to them as possible.

Identifying Affected Vehicles





The 1LF Special Service Campaign only applies to 2002 ES 300s within the VIN range shown. No other vehicles before or after this range are to be repaired under the provisions of this SSC.

Not all vehicles in the VIN range area involved in this SSC. As always consult TDN/TIS to confirm VIN eligibility and to assure the SSC is applicable. This will verify the vehicle is affected and has not already been completed by another dealer.

The SSC summary report lists vehicles sold by your dealership. From this list, please determine the actual number of customers who should come back to your dealership for this SSC.

Manpower and Facility Requirements

Your dealership must plan carefully to accommodate the additional service volume generated as a result of this SSC and to manage your service appointments to the availability of replacement parts.

In reviewing your dealership's manpower and facility requirements for this Special Service Campaign, there are several items you need to consider.

^ Do you need to develop ways to increase your service capacity?

^ Do you need to hire additional support staff for pick-up/delivery, car washes and fuel tank fill-ups?

^ The special Enterprise Rent-A-Car arrangements that started with SSC WL1 are also in effect for SSC 1LF. Refer to Implementing the 1LF SSC for further details.

You will need to hold a meeting with all dealership associates to discuss:

^ Importance of Lexus customer care for each SSC customer.

^ Various procedures such as phone inquiries, pick up and delivery, loaners, etc.

^ Campaign specifics including your dealership's assigned quantity, completion objectives, and technical details.

We recommend that one person at your dealership be designated as the campaign coordinator.

Your District Operations Manager will meet with you to answer your questions and monitor the progress of this SSC.

Tools and Equipment

In addition to standard hand tools and a torque wrench, a union nut wrench (SST # 09023-00100 or equivalent) is required for this procedure.

Technical Training

The back of the handbook contains the repair procedures for this SSC. We suggest that all service department staff who will be directly involved in completing the repair or supporting the SSC should review the repair procedures to prepare for this SSC.

Parts Availability / Ordering

Part Number Part Description Qty/vehicle

47315-33180 No.5 Brake Line 1

00475-1BF03 Brake Fluid 2 maximum

All dealerships have had a quantity of one brake tube sent to them. Only a very small number of vehicles should actually require the brake tube to be replaced. Therefore, Lexus is strongly requesting that your dealership does not order additional brake tubes in anticipation of a large number of vehicles requiring their replacement. There will be sufficient inventory to accommodate this SSC provided that dealers do not overstock and over repair vehicles. Individual dealer tracking will be done and
irregularities in quantity ordering will be forwarded on the Lexus Area Offices for follow-up and correction.

TDN System

The labor operation codes have been transmitted to your dealership (Refer to Work Order Closing/Claim Submission for Op codes). Remember that each dealership must request and apply it to the dealer system. If your dealership has not received the operation codes, call the TDN hotline at (800-421-8154.

Planning Your Communication Strategy








It is important that you develop a strategy to communicate effectively. The Questions and Answers shown are some general statements that can be used when explaining the SSC.

Calls to Your Customers

^ Customers involved in the SSC

=> Although each affected vehicle owner will receive a notification letter, we would like your dealership to use the customer list provided in the SSC package to help manage your service volume. We strongly suggest that your dealership's service management and consulting staff review the list and proactively contact customers for prompt service. Also let them know how valuable a customer they are and that this Special Service Campaign is being undertaken by Lexus to keep their confidence in the Lexus brand.

^ Customers not involved in the SSC

=> Assure any customers with vehicles outside of the involved VIN range that this repair is not needed.

Calls from Your Customers

It is important to institute a system to respond to customers calling for more information regarding the SSC. We recommend designating an individual to answer these inquiries to ensure that callers get accurate, consistent information.

Calls from the Media

We ask that you refer any calls from the media or government agencies directly to Lexus headquarters in Torrance, California. The contact at Lexus is:

Nancy Hubbell, Lexus Public Relations Manager
(310) 468-3282

Note:
This number is not for dealer use.