Lexus ES300 (2002 year). Manual — part 445

2002 ES 300 Driver s Side Front Airbag

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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 1LG 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

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

Lexus Special Service Campaign 1LG

11

vehicles and Enterprise vehicles are reserved for regular service

customers.

The motivating factor for any of these option s 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.

•

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:

2002 ES 300 Driver s Side Front Airbag

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•

Explain that the repair will take about one hour. 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 1LG 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

•

Notify customer of completion and arrange for re−delivery or

return of rental vehicle.

Delivery of the Vehicle

After the SSC

Completion

The delivery of the vehicle is a very important part of ensuring a

high level of customer satisfaction. Explain all SSC repairs to the

customer and apologize for any inconveniences. Thank the

customer for his or her time and their continuing patronage.

Follow−Up

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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

The information on the following page explains the policies and

procedures for preparation and submission of a warranty claim for

reimbursement of a repair performed under the SSC 1LG.

Repair

Claim

Type

Opcode

Labor

Hours*

Sublet

Replace and dispose of steering

wheel pad and complete and

return airbag serial number

registration card

SC

1522L1

0.9

GA (fuel),
TW (tow),
RT (loaner
vehicle), DE
(pick−up and
delivery or
remote repair), or
CW (car wash) as
required and
substantiated by
invoices.

* Includes 0.1 labor hours for administrative time.

NOTE: Lexus warranty will only accept one claim per vehicle under the terms of the
SSC. Please ensure that your dealership checks the National History File to see if
the vehicle has been repaired under this SSC prior to servicing the vehicle.

NOTE: Dealers must return the Airbag Serial Number Registration postcard to TMS.
Failure to return a properly completed postcard will result in a claim debit against
the dealership.

Recap of Claim

Submission and General

Provisions of the SSC

•

Lexus will pay for gas tank fill−up (actual cost)

•

Lexus will pay for washing the vehicle

•

Lexus will provide a loaner vehicle if required

•

Lexus will pay for costs associated with remote repairs if
required

•

Lexus will pay for remote pick−up and delivery if required
(DOM authorization only)

Claiming Reimbursement