Preparing For the 1LG SSC
OverviewLexus is initiating a Special Service Campaign (SSC). The 1LG SSC is for certain early production 2002 ES 300s to replace the driver's side front airbag.
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.
1LG Condition
On certain 2002 ES 300s, during airbag deployment, it is possible that the bottom seam of the driver's side airbag may be torn away, allowing the cover to completely detach from the airbag module. If it occurs, there is the possibility that the detached cover may strike the driver and cause personal injury.
1LG Repair
The 1LG SSC involves replacement of the driver's side airbag.
Note:
Your dealership is required by Federal regulations to perform the necessary replacement on all vehicles in your inventory prior to delivery of the vehicle to a customer.
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 airbag replaced.
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 1LG 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 1LG 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 ranges are 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.
Note:
Approximately one thousand of the 2002 ES 300 vehicles involved in SSC 1LG are also involved in SSC 1LF. Please be sure to check TDN or TIS to identify these vehicles so that both campaigns may be performed in one service visit.
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 1LG.
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 the three special service tools listed below are required to complete the repair procedure for this campaign.
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
Since airbags are color-coded to match vehicle interiors and since airbags may not be returned as new (undeployed), Lexus has not put these parts on the Dealer Stocking Guide (DSG) or sent an initial quantity to dealers. Lexus strongly requests that dealers order parts to meet confirmed customer appointments. There will be sufficient inventory to accommodate this SSC provided that dealers do not overstock the parts. Individual dealer tracking will be done and irregularities in quantity ordering will be forwarded on the Lexus Area Offices for follow-up and correction.
Special Airbag Handling and Disposal Procedures
Since this SSC involves replacement of airbags, several special steps must be followed to assure compliance with Federal hazardous materials shipping and safety regulations. The following procedures must be followed.
^ Dealers must complete and return the Airbag Serial Number Registration postcard to Lexus. Failure to return this postcard with the correct information will result in a debit of the associated claim.
^ The original airbag must be deployed and disposed of. Dealers must ensure that all removed airbags are deployed and disposed of in accordance to the procedures described in the Repair Manual.
TDN System
The labor operation code has been transmitted to your dealership. 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.
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.
Note:
Approximately one thousand of the 2002 ES 300 vehicles involved in SSC 1LG are also involved in SSC 1LF. Please be sure to check TDN or TIS to identify these vehicles so that both campaigns may be performed in one service visit.
^ 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.