Implementing the 1LG SSC
Car Rental and Service LoanersOne of the ways we can demonstrate that Lexus cares is by honoring loaner car requests with the best loaner available for those customers unable or unwilling to wait for this repair.
{Preferred} Lexus Customer Convenience System (LCCS)
Officially enrolled LCCS vehicles may be claimed at a rate of $44.00 per day. (Lexus vehicles only.)
{Preferred} Lexus Dealer Fleet (Lexus vehicles only)
A rate of $44.00 per day may be claimed if using this option. Be sure to follow customer supplied insurance guidelines.
Enterprise Rent-A-Car
Recognizing that loaner car capacity may become an issue, Lexus is continuing special arrangements with Enterprise Rent-A-Car to supplement the demand. The specially negotiated price includes a $35.00 per day charge for premium cars and an $11.99 per day rate, plus applicable taxes, for full collision protection (C.D.W.). The total is $46.99, plus tax, in all 48 contiguous states except for New York where the rate structure is different due to state laws covering the sale of a Collision Damage Waiver. An important feature to this preferred rental arrangement is that this rate entitles your customers to any available Enterprise vehicle including luxury vehicles. So please provide them with a selection of the best available vehicles. Also please employ the strategy (where practical) that SSC customers receive Lexus vehicles and Enterprise vehicles are reserved for regular service customers.
The motivating factor for any of these options is the customer's convenience and consideration. Again please provide the best available vehicle. If extraordinary customer requests are made, please contact your DOM. In addition, loaner car requests that exceed one day must carry proper DOM authorization.
Remote Area Service Plan
"Remote" is defined as those distances where a customer is 100 or more miles from the nearest Lexus dealership. Your DOM will work with you to develop and authorize an action plan.
Guidelines to be used in performing remote repairs are:
^ If the customer is within 100 miles of the nearest Lexus dealership, the closest Lexus dealership will perform the repair provided that prior authorization for related expenses has been approved by the DOM.
^ If the customer is more than 100 miles from the nearest Lexus dealership, Lexus area associates or, Lexus national associates may perform the repair. Dealerships may also make these repairs but only with the authorization of the Area Coordinator (most likely the F.T.S.).
^ Each situation will be handled on a case-by-case basis.
^ Lexus will only pay for authorized costs that have been approved by DOM or area offices.
^ Alternatives include pick-up and redelivery of remotely located vehicles.
The Service Write-Up
Listed below are some general guidelines to use when the customer arrives at your dealership for the SSC:
^ Explain that the repair will take about one hour. Inform the customer that the special services (refueling, car wash) will require additional time at your dealership.
^ Explain the type of repair involved.
^ If the customer does not have an SSC notice:
^ Check the VIN against the national Service History File to see if the vehicle has been previously repaired under this Campaign.
^ Check the left front door hinge post for an SSC completion label.
^ If the vehicle falls outside of the above guidelines, explain that the vehicle does not require the Campaign repairs.
^ If the vehicle is eligible, explain the SSC to the customer; describe the procedure and the amount of time needed for the repair.
^ If the customer has an appointment, pull the work order; otherwise, create a work order reflecting the need to complete the SSC 1LG repair.
^ Issue the work order to the technician and include job instructions for the SSC.
Preparing for the Delivery After SSC Completion
^ Wash/clean the vehicle inside and out.
^ Fill the gas tank with the specified unleaded fuel
^ Notify customer of completion and arrange for re-delivery or return of rental vehicle.
Delivery of the Vehicle After the SSC Completion
The delivery of the vehicle is a very important part of ensuring a high level of customer satisfaction. Explain all SSC repairs to the customer and apologize for any inconveniences. Thank the customer for his or her time and their continuing patronage.
Follow-Up
Complete 100% after-service follow-up is critical to ensure complete customer satisfaction with the repairs performed and the service provided.
Work Order Closing/Claim Submission
The information titled Claiming Reimbursement for Special Services explains the policies and procedures for preparation and submission of a warranty claim for reimbursement of a repair performed under the SSC 1LG.
NOTE:
Lexus warranty will only accept one claim per vehicle under the terms of the SSC. Please ensure that your dealership checks the National History File to see if the vehicle has been repaired under this SSC prior to servicing the vehicle.
NOTE:
Dealers must return the Airbag Serial Number Registration postcard to TMS. Failure to return a properly completed postcard will result in a claim debit against the dealership.
Recap of Claim Submission and General Provisions of the SSC
^ Lexus will pay for gas tank fill-up (actual cost)
^ Lexus will pay for washing the vehicle
^ Lexus will provide a loaner vehicle if required
^ Lexus will pay for costs associated with remote repairs if required
^ Lexus will pay for remote pick-up and delivery if required (DOM authorization only)
Claiming Reimbursement for Special Services
You must use sublet to claim any special services required in conjunction with the SSC repair.
^ Issue "TW" (Tow Vehicle)
^ Applicable to every vehicle if required
^ Claim actual receipt amount as a sublet
^ You may utilize AAA or any agency providing Lexus type service
^ Issue "RT" (Rental Car)
^ Applicable to every vehicle if required
^ Special Service Campaign customers may also be given L.C.C.S. vehicles at the normal reimbursement rate of $44.00 per day
^ Lexus has negotiated a special day rate of $46.99 plus tax per day with Enterprise Rent-A-Car as an option (includes C.D.W., Collision Damage Waiver insurance)
^ The loaner vehicle reimbursement rate cap is one day per repair unless otherwise authorized by DOM
^ Issue "GA" (Gas Tank Fill-Up)
^ Applicable to every vehicle
^ Claim actual fill-up amount
^ Issue "CW" (Car Wash/Administrative Time)
^ Applicable to every vehicle
^ Claim $20.00 per vehicle
^ Issue "DE" (Pick-Up and Delivery/Remote Repairs)
^ Applicable only under special circumstances (e.g. more than 100 miles from the nearest Lexus dealership)
^ Claim actual dealer cost
^ F.T.S/A.O.M. authorization is required for this expense
^ Issue "DE" (Pick-Up and Deliver~Remote Repairs)
^ Applicable at dealer discretion
^ Claim actual dealer cost
TDN Claim Preparation Instructions
NOTE:
Each sublet must be a separate entry with:
^ Unique invoice number
^ Description
^ Sublet Type
^ Dollar Amount
^ In Repair Order Management, select claim type "SC" (Special Service Campaign)