Lexus ES300 (2002 year). Manual — part 443

2002 ES 300 Driver s Side Front Airbag

2

PREPARING FOR THE 1LG SSC

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . ..

3

1LG Condition. . . . . . . . . . . . . . . . . . . . . . . . . . ..

3

1LG Repair. . . . . . . . . . . . . . . . . . . . . . . . . . . ..

3

Customer Notification. . . . . . . . . . . . . . . . . . . . . . . ..

3

SSC and Customer Satisfaction. . . . . . . . . . . . . . . . . . . ..

3

Identifying Affected Vehicles. . . . . . . . . . . . . . . . . . . . ...

4

Manpower and Facility Requirements. . . . . . . . . . . . . . . . . ..

4

Tools and Equipment. . . . . . . . . . . . . . . . . . . . . . . ...

5

Technical Training. . . . . . . . . . . . . . . . . . . . . . . . ...

6

Parts Availability / Ordering. . . . . . . . . . . . . . . . . . . . . ..

6

Special Airbag Handling and Disposal Procedures. . . . . . . . . . . . .

6

TDN System. . . . . . . . . . . . . . . . . . . . . . . . . . .

7

Planning Your Communication Strategy. . . . . . . . . . . . . . . .. 7

Calls to Your Customers. . . . . . . . . . . . . . . . . . . . . ..

9

Calls from Your Customers. . . . . . . . . . . . . . . . . . . . .

9

Calls from the Media. . . . . . . . . . . . . . . . . . . . . . .

9

IMPLEMENTING THE 1LG SSC

Car Rental and Service Loaners. . . . . . . . . . . . . . . . . . ..

10

Remote Area Service Plan. . . . . . . . . . . . . . . . . . . . ...

11

The Service Write−Up. . . . . . . . . . . . . . . . . . . . . . ..

11

Preparing for Delivery after SSC Completion

. . . . . . . . . . . . . ...

12

Delivery of the Vehicle after SSC Completion

. . . . . . . . . . . . . ..

12

Follow−Up. . . . . . . . . . . . . . . . . . . . . . . . . . . .

12

Work Order Closing/Claim Submission. . . . . . . . . . . . . . . ...

12

Recap of Claim Submission and General

Provisions of the SSC. . . . . . . . . . . . . . . . . . . . . .

13

Claiming Reimbursement for Special Services. . . . . . . . . . . . .

13

TDN Claim Preparation Instructions. . . . . . . . . . . . . . . . .

14

Customer Letter. . . . . . . . . . . . . . . . . . . . . . . . ...

16

TECHNICAL INSTRUCTIONS

Operation Flow Chart. . . . . . . . . . . . . . . . . . . . . . ...

17

Affected VIN Range. . . . . . . . . . . . . . . . . . . . . . . .

18

Preparation/Parts. . . . . . . . . . . . . . . . . . . . . . . . .

18

Preparation/Tools. . . . . . . . . . . . . . . . . . . . . . . . .

19

Location of Components. . . . . . . . . . . . . . . . . . . . . ..

20

Work Procedure . . . . . . . . . . . . . . . . . . . . . . . . ..

21

SSC Completion Label Installation. . . . . . . . . . . . . . . . . ...

24

Lexus Special Service Campaign 1LG

3

PREPARING FOR THE SSC

Overview

Lexus is initiating a Special Service Campaign (SSC). The 1LG

SSC is for certain early production 2002 ES 300s to replace the

driver s side front airbag.

This Special Service Campaign provides your dealership with an

opportunity to demonstrate its customer satisfaction philosophy

and service convenience to our ES 300 owners very early in their

ownership experience. This handbook provides all the details

necessary to plan and implement this SSC at your dealership.

Key points on the SSC are summarized below.

1LG Condition

On certain 2002 ES 300s, during airbag deployment, it is possible

that the bottom seam of the driver s side airbag may be torn away,

allowing the cover to completely detach from the airbag module.

If it occurs, there is the possibility that the detached cover may

strike the driver and cause personal injury.

1LG Repair

The 1LG SSC involves replacement of the driver s side airbag.

Note: Your dealership is required by Federal regulations to

perform the necessary replacement on all vehicles in your

inventory prior to delivery of the vehicle to a customer.

Customer Notification

Notification letters will be sent to the owners of affected vehicles

beginning in late December 2001. This letter will advise owners of

the need to have the airbag replaced.

SSC and Customer

Satisfaction

This Special Service Campaign provides us with an opportunity to

demonstrate the Lexus commitment to total customer satisfaction.

By implementing the 1LG SSC in an organized and efficient

manner, we can nurture our relationships and strengthen these

2002 ES 300 Driver s Side Front Airbag

4

associations. Throughout the campaign, we need to let our

customers know that we are genuinely interested in resolving the

matter in a timely fashion with as little inconvenience to them as

possible.

Identifying

Affected Vehicles

The 1LG Special Service Campaign only applies to 2002 ES 300s

within the VIN range below. No other vehicles before or after this

range are to be repaired under the provisions of this SSC.

VIN

Model

Year

VDS

Range

Production

Period

ES 300

2002

BF30G

20005152 − 20018376
25000056 − 25010909

July 30,

2001

through

October 25,

2001

Not all vehicles in the VIN ranges are involved in this SSC. As

always consult TDN/TIS to confirm VIN eligibility and to

assure the SSC is applicable. This will verify the vehicle is

affected and has not already been completed by another dealer.

The enclosed SSC summary report lists vehicles sold by your

dealership. From this list, please determine the actual number of

customers who should come back to your dealership for this SSC.

Note: Approximately one thousand of the 2002 ES 300

vehicles involved in SSC 1LG are also involved in SSC 1LF.

Please be sure to check TDN or TIS to identify these vehicles

so that both campaigns may be performed in one service

visit.

M

anpower and Facility

Requirements

Your dealership must plan carefully to accommodate the

additional service volume generated as a result of this SSC and to

Lexus Special Service Campaign 1LG

5

manage your service appointments to the availability of

replacement parts.

In reviewing your dealership s manpower and facility requirements

for this Special Service 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?

•

The special Enterprise Rent−A−Car arrangements that started

with SSC WL1 are also in effect for SSC 1LG. See page 9 for

further details.

You will need to hold a meeting with all dealership associates to

discuss:

Ø Importance of Lexus customer care for each SSC customer.
Ø Various procedures such as phone inquiries, pick up and

delivery, loaners, etc.

Ø 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 Operations Manager will meet with you to answer

your questions and monitor the progress of this SSC.

Tools and Equipment

In addition to standard hand tools and a torque wrench the three

special service tools listed below are required to complete the

repair procedure for this campaign.

Part Number

Description

Function