Lexus ES300 (2002 year). Manual — part 436

General Procedures for Lexus SSCs and LSCs

10

¾ Claim actual dealer cost

Claim

Preparation

Instructions

NOTE: Each sublet must be a separate entry with:

• Unique invoice number
• Description
• Sublet

Type

• Dollar

Amount

2002 ES 300

Front Brake Tube (Left Hand)

Special Service Campaign 1LF

M/N 00241−10006−1LF

December 2001

2002 ES 300 Front Brake Tube (Left Hand)

2

PREPARING FOR THE 1LF SSC

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

3

1LF Condition. . . . . . . . . . . . . . . . . . . . . . . . . . ..

3

1LF Repair. . . . . . . . . . . . . . . . . . . . . . . . . . . ...

3

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

3

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

4

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

4

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

4

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

5

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

5

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

6

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

6

Planning Your Communication Strategy. . . . . . . . . . . . . . . .. 6

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

8

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

8

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

9

IMPLEMENTING THE 1LF SSC

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

9

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

10

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

11

Preparing for Delivery after SSC Completion

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

11

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

15

TECHNICAL INSTRUCTIONS

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

16

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

17

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

17

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

17

Inspection Procedure. . . . . . . . . . . . . . . . . . . . . . ...

18

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

19

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

20

SSC Completion Label Installation

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

26

Lexus Special Service Campaign 1LF

3

PREPARING FOR THE SSC

Overview

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

SSC is for certain 2002 ES 300s where the left front brake tube

may have been deformed prior to delivery due to improper

installation of the coil spring spacer.

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.

1LF Condition

On certain 2002 ES 300s produced in one of two ES 300

production plants in Japan, the left front brake tube may have

been deformed prior to delivery due to improper installation of the

coil spring spacer, which is installed to prevent damage during

vehicle transportation (this spacer is removed as part of the pre−

delivery service process prior to vehicle delivery to the customer).

If the brake tube is deformed significantly, it may contact the inner

fender panel, and eventually cause damage to the tube due to

vibration during driving. Brake tube damage could also lead to

brake fluid leakage after extended use of the vehicle.

1LF Repair

The 1LF SSC involves the inspection and, if necessary,

replacement of the left front brake tube.

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 vehicle inspected and, if necessary, the

upgrade of the applicable components performed.