Lexus ES300 (1997 year). Service manual — part 603

General Procedures for Lexus SSCs and LSCs

4

Your dealership must plan carefully to accommodate

the additional service volume generated as a result of
an SSC/LSC. In reviewing your dealership’s manpower
and facility requirements for a 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?

You will need to hold a meeting with all dealership

associates to discuss:

¾ Importance of Lexus customer care for each

SSC/LSC customer.

¾ Various procedures such as phone inquiries, pick up

and delivery, loaners, etc.

¾ 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 Service and Parts Manager will meet with
you to answer your questions and monitor the progress
of each SSC/LSC.

Tools and Equipment

Each dealer notification package will include
information on the tools and equipment required to
perform the campaign repairs.

Technical

Training

Lexus suggests that all service department staff who

will be directly involved in completing a repair or
supporting an SSC/LSC should review the repair
procedures in the dealer notification package to prepare
for a campaign.

Parts

Each dealer notification package will contain specific

part number information and order procedures. Your

General Procedures for Lexus SSCs and LSCs

5

dealership is requested to order only those parts
needed to repair vehicles with service
appointments. Individual dealer tracking will be done
and irregularities in quantity ordering will be passed on
to Lexus Area Offices for follow-up and correction.
Lexus will ensure there will be sufficient inventory to
accommodate an SSC/LSC but there will be only
enough supply to cover the affected vehicle population.
Please only order based upon true demand.

DMS Systems

Labor operation codes will be transmitted to your

dealership. (See dealer notification package for specific
campaign opcode and labor hour information). DMS
dealer files are automatically updated and no further
action should be required.

Planning Your

Communication Strategy

It is important that you develop a strategy to

communicate effectively. Each dealer notification
package will contain a series of Questions and Answers
(Q&A) that can be used when explaining an SSC/LSC.

Calls to Your Customers

• Customers

involved in the SSC/LSC

⇒ Each affected vehicle owner will receive a

notification letter. Please let them that the
campaign is being undertaken by Lexus to keep
their confidence in the Lexus brand.

• Customers

not involved in the SSC/LSC

⇒ Assure any customers with vehicles outside of

the involved VIN ranges 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 an
SSC/LSC. We recommend designating an individual to
answer these inquiries to ensure that callers get
accurate, consistent information.

General Procedures for Lexus SSCs and LSCs

6

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:

Bill Ussery, Lexus Public Relations Manager

IMPLEMENTING

AN

SSC/LSC

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.

Lexus Customer Convenience System (LCCS)

Officially enrolled LCCS vehicles may be claimed at a

rate of $44.00 per day. (Lexus vehicles only)

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.

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 DSPM. In addition, loaner car requests
that exceed one day must carry proper DSPM
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 DSPM will work with you to develop
and authorize an action plan.

Guidelines to be used in performing remote repairs are:

General Procedures for Lexus SSCs and LSCs

7

• 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
DSPM.

• 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 DSPM 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 an
SSC/LSC:

• Explain how long the repair will take. 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/LSC notice:

¾ Check the VIN against the national Service

History File or TIS to see if the vehicle has been
previously repaired under the Campaign.

¾ Check the left front door hinge post for an

SSC/LSC completion label.

¾ If the vehicle falls outside of the above

guidelines, explain that the vehicle does not
require the Campaign repairs.

¾ If the vehicle is eligible, explain the SSC/LSC

repair procedure to the customer.

• If the customer has an appointment, pull the work

order; otherwise, create a work order reflecting the
need to complete the campaign.

• Issue the work order to the technician and include

job instructions for the SSC/LSC.