Lexus ES300 (1997 year). Manual — part 590

Contacting

Check each vehicle’s service history before you contact the

Customers

customer to see if any routine maintenance services are needed.
Coordinating routine maintenance along with this SSC will minimize
the customer’s perception of being inconvenienced.

Begin contacting the customers on your SSC lists to schedule
appointments and reserve parts using the TDN system.

Make sure you schedule appointments to coincide with the receipt
of all necessary parts.

Remote Area

“Remote” is defined as those distances where a customer is 75 or

Service Plan

more miles from the nearest Lexus dealership.

Your DSPM will work with you to develop an action plan.
Alternatives include:

Pick–up and re–delivery of remotely located vehicles.

Personnel performing repairs at remote locations (i.e.,
customer’s home or place of business).

NOTE: Repairs at independent shops will not be necessary
under this campaign.

Guidelines to be used in performing remote repairs are:

If the customer is 75–200 miles from 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 200 miles from the nearest Lexus
dealership, Lexus area associates or, if needed, Lexus
national associates will perform the repair.

Each situation will be handled on a case–by–case basis.

Lexus will pay for authorized costs that have been approved by the
DSPM or area office.

Special Service Campaign

11

CREATE APPOINTMENT

SI–1

SI–1
CMD–12

Lexus ES 300

12

RESERVE PARTS

SI–1
CMD–23

The Write–Up

Listed below are some general guidelines to use when the customer
arrives at your dealership for the Special Service Campaign:

Explain that the complete service will take about 45 minutes to one
hour.

Explain the type of repair involved.

If the customer does not have an SSC notice:

Check the VIN against the National Service History File to
see if the vehicle has been previously repaired under this
campaign.

Check the left front door hinge post for an SSC completion
label.

If there is no label, check the VIN against the SSC list.

If the vehicle is eligible, explain the campaign to the customer.
Describe the procedure and the amount of time needed for
the repair.

If the customer has an appointment, pull up the work order,
otherwise, create a work order reflecting the need to complete the
SSC VL1 repair.

Issue the work order to the technician and include job instructions
for the SSC.

Special Service Campaign

13

Preparing for

Wash/clean each vehicle inside and out.

the Delivery
After SSC

Fill the gas tank with premium unleaded fuel. This cost will be

Completion

charged as an SSC expense.

Notify the customer of completion.

Delivery of

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

the Vehicle

level of customer satisfaction.

After SSC
Completion

Explain all SSC repairs to the customer.

Explain any additional service and/or maintenance work that was
performed and any related charges.

Thank the customer for his or her time and continued patronage.
Also apologize for the inconvenience.

Follow–Up

100% after–service follow–up is critical to ensure complete customer
satisfaction with the repairs performed and the service provided.

Work Order

The following information explains the policies and procedures for

Closing/Claim preparation and submission of a warranty claim for reimbursement of
Submission

a repair performed under SSC VL1.

Operation Code

Description

Labor Hours

7519H1

Replace brake vacuum hose

0.3 hr./vehicle

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

Recap of

Lexus will pay for gas tank fill–up.

Claims
Submission

Lexus will pay for costs associated with remote repairs, remote

and General

pick–up and delivery, and loaner cars—with DSPM authorization

Provisions

only.

of the SSC

Lexus ES 300

14