Lexus ES300 (2002 year). Manual — part 438
2002 ES 300 Front Brake Tube (Left Hand)
8
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
9
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)
10
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
11
•
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
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