Lexus ES300 (2002 year). Manual — part 435

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.

General Procedures for Lexus SSCs and LSCs

8

Preparing for the

Delivery after SSC/LSC
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

SSC/LSC

Completion

The delivery of the vehicle is a very important part of

ensuring a high level of customer satisfaction. Explain
all SSC/LSC 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

Each SSC/LSC dealer notification package will include

information that explains the policies and procedures
for preparation and submission of a warranty claim for
reimbursement of a repair performed under the
SSC/LSC.

NOTE: Lexus warranty will only accept one claim per

vehicle under the terms of an SSC/LSC. Please
ensure that your dealership checks the National
History File to see if the vehicle has been repaired
under an SSC/LSC prior to servicing the vehicle.

Recap of Claim

Submission and General
Provisions of an SSC/LSC

• Lexus will pay for gas tank fill-up (actual cost)
• Lexus will pay for washing the vehicle (not to

exceed $20 per vehicle)

General Procedures for Lexus SSCs and LSCs

9

• Lexus will provide a loaner vehicle if required

(DSPM authorization required for more than one
day)

• Lexus will pay for costs associated with remote

repairs if required

• Lexus will pay for remote pick-up and delivery if

required (DSPM authorization only)

Claiming Reimbursement

for Special Services

You must use sublet to claim any special services
required in conjunction with an SSC/LSC repair.

• Issue

“TW” (Tow Vehicle)

¾ Applicable if the nature of the SSC/LSC requires

the vehicle to be towed to the dealership

¾ Claim actual receipt amount as a sublet

• Issue

“RT” (Rental)

¾ Applicable to every vehicle if required
¾ The loaner vehicle reimbursement rate cap is

one day per repair unless otherwise authorized
by DSPM

• Issue

“GA” (Gas Tank Fill-Up)

¾ Applicable to every vehicle
¾ Claim actual fill-up amount

• Issue

“CW” (Car Wash/Administrative Time)

¾ Applicable to every vehicle
¾ Amount not to exceed $20.00 per vehicle

• Issue

“DE” (Pick-Up and Delivery/Remote Repairs)

¾ Applicable only under special circumstances

(e.g. more than 100 miles from the nearest
Lexus dealership)

¾ Claim actual dealer cost
¾ F.T.S/C.S.O.M. authorization is required for this

expense

• Issue

“DE” (Pick-Up and Delivery/Remote

Repairs)
¾ Applicable at dealer discretion