Lexus ES300 (1997 year). Service manual — part 598

Lexus Special Service Campaign XL−7

7

Planning Your

Communication Strategy

It is important that you develop a strategy to communicate effectively.

The following are some general statements that can be used when

explaining the SSC.

Q1: What is the condition?

A1: The steering wheel set nut may not be sufficiently tight in certain

1994 − 1998 model year, Tsutsumi built, ES300 vehicles. This may

cause an abnormal steering vibration and looseness. If the owner

continues to operate the vehicle with this condition, in the worst case,

the nut may eventually come off and the steering wheel may separate

from the steering shaft. This can result in a loss of vehicle control,

increasing the risk of an accident.

Q2: Are there any warnings that this condition has occurred?

A2: Yes. A vehicle with this condition may experience an abnormal

steering vibration or looseness of the steering wheel.

Q3: What can an owner do if they experience an abnormal steering

vibration or looseness of the steering wheel?

A3: Owners of the involved vehicles should contact their local Lexus

dealer to have the steering wheel set nut inspected.

Q4: Which and how many vehicles are involved?

A4: 1994 through 1998 model year, Tsutsumi built, ES300 vehicles are

involved. Approximately 177,000 vehicles were sold in the United

States. ES300 s built at the Kyushu, Japan plant are not affected.

Q5: What is the production period of the affected vehicles?

A5: The affected vehicles were produced from July 1993 through July

1998.

Q6: Are there any other Toyota or Lexus vehicles involved?

A6: Yes, certain 1995 through 1998 model year Tsutsumi built, Camry

vehicles are also involved in this recall.

Steering Wheel Set Nut on 1994 1998 Tsutsumi Built ES 300s

8

Q7: How many cases of this condition have been reported?

A7: There have been no reported cases of this condition in Lexus

vehicles. Nine Toyota cases (which may be related to this condition)

have been reported for the vehicles involved.

Q8: Have there been any accidents reported?

A8: There have been no reported cases of accidents for the vehicles

involved in this recall.

Q9: What is Lexus going to do?

A9: Owners of the involved vehicles will receive a recall notification by

first class mail. Lexus dealers will tighten the steering wheel set nut to

the proper torque setting. This repair will be preformed at NO COST to

the vehicle owners.

Q10: How long will the repair take?

A10: The repair will take approximately 30 minutes, however,

depending upon the dealer s work schedule, it may be necessary to

make your vehicle available for a longer period of time.

Q11: If an affected vehicle experienced a previous steering

looseness problem, which has been corrected, is it necessary to

bring the vehicle to a Lexus dealer?

A11: Yes, although the repair was conducted, any Lexus dealer will

tighten the steering wheel set nut to the proper torque setting. This

repair will be performed at NO COST to the vehicle owner.

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. Note: The customer list provided is based on Lexus

owner database. SSC notices will be mailed to owners identified

by using R.L. Polk registration data. We strongly suggest that

your dealership s service management and consulting staff

review the list and proactively contact customers for prompt

Lexus Special Service Campaign XL−7

9

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.

•

The Lexus Website (www.lexus.com) will also address customer

concerns. A special section will help answer questions regarding

procedures and affected vehicles.

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 contacts at

Lexus are:

Nancy Hubbell, Lexus Public Relations Manager

(310) 781−3282

Holly Ferris, Lexus Public Relations Administrator

(310) 781−3279

Steering Wheel Set Nut on 1994 1998 Tsutsumi Built ES 300s

10

Implementing

the XL−7 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.

{Preferred}

Lexus Customer Confidence 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.

Lexus Dealer Fleet (non−Lexus vehicles)

A rate of $35.00 per day may be claimed if using this option.

Other Car Rental Agencies (Other than Enterprise)