Lexus ES300 (2002 year). Service manual - part 438

2002 ES 300 Front Brake Tube (Left Hand)
                                                                                                                                            

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notification by first class mail in December 2001.  Any Lexus

dealer will inspect and if necessary replace the driver s side front

brake line at NO COST to the vehicle owner.

Q9:  How long will the repair take?

A9:  The repair will take approximately one hour.  However, it may

be necessary for the owner to make the vehicle available for a

longer period of time depending upon the dealer s schedule.

Q10:  Does this condition affect other Toyota/Lexus models?

A10:  This condition only affects certain 2002 model year ES 300

vehicles.

Q11:  What should an owner do if they are concerned about

this condition?

Q11:  Owners are requested to contact their local Lexus dealer for

inspection and, if applicable, repair.

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

Lexus Special Service Campaign 1LF
                                                                                                                                              

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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.)

IMPLEMENTING

THE 1LF SSC

Car Rental and Service

Loaners

One 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

2002 ES 300 Front Brake Tube (Left Hand)
                                                                                                                                            

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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.

Lexus Special Service Campaign 1LF
                                                                                                                                              

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•

 

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 inspection will take about thirty minutes and, if

required, the actual service will take about three hours.  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:

Ø  Check the VIN against the national Service History File to

see if the vehicle has been previously repaired under this

Campaign.

Ø  Check the left front door hinge post for an SSC completion

label.

Ø  If the vehicle falls outside of the above guidelines, explain

that the vehicle does not require the Campaign repairs.

Ø  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 1LF 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