Lexus ES300 (1997 year). Manual — part 602

Lexus Special Service Campaign XL−7

23

NOTES:

•

If the airbag has been dropped or if

there are cracks, dents, or other
defects to the case or connector,
replace the airbag.

•

When reinstalling the airbag, take care

not to pinch the wiring between other
parts.

5. RECONNECT THE NEGATIVE (−)

BATTERY TERMINAL

6. CHECK SRS WARNING LIGHT

(a)

Turn ignition to ON or ACC and
check that the SRS warning light
illuminates.

(b)

Verify that the SRS warning light goes
out after approximately 6 seconds.

7. REPROGRAM THE RADIO PRESETS,

RESET MEMORY SEAT POSITION 1 (IF
EQUIPPED), AND RESET THE CLOCK

6. SSC COMPLETION LABEL INSTALLATION

a) After completing repair and before returning the vehicle to the owner, a SSC

completion label, that is enclosed in the owner s notification must be affixed to the
left front door hinge post, near the check strap.

b) The label is to be filled out as follows:

•

Write in SSC XL7.

•

Write in date of repair.

•

Write in your dealer code.

c) Additional SSC completion labels, in

sheets of 50 (P/N 00410−01917), may be
ordered through the non−parts system on
a 1450 order form or through the TDN
system.

Special Service Campaign (SSC) and

Limited Service Campaign (LSC)

General Procedures

April 2005

General Procedures for Lexus SSCs and LSCs

2

PREPARING FOR AN SSC/LSC

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 3

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

3

SSC/LSC and Customer Satisfaction . . . . . . . . . . . . . . . . ..

3

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

3

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

4

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

4

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

4

Parts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

DMS Systems . . . . . . . . . . . . . . . . . . . . . . . . . ..

5

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

5

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

5

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

5

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

6

IMPLEMENTING AN SSC/LSC

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

6

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

6

The Service Write-Up . . . . . . . . . . . . . . . . . . . . . ..

7

Preparing for Delivery after SSC/LSC Completion . . . . . . . . . . ..

8

Delivery of the Vehicle after SSC/LSC Completion . . . . . . . . . . .

8

Follow-Up. . . . . . . . . . . . . . . . . . . . . . . . . . . 8

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

8

Recap of Claim Submission and General

Provisions of an SSC/LSC. . . . . . . . . . . . . . . . . . ...

9

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

9

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

10

PREPARING FOR AN SSC/LSC

General Procedures for Lexus SSCs and LSCs

3

Overview

This handbook contains the general procedures dealers
should follow for each and every Special Service
Campaign (SSC) or Limited Service Campaign (LSC)
Lexus initiates. Campaign-specific details will be
included in the dealer notification package sent to each
dealer at the launch of a campaign.

Customer

Notification

The customer notification schedule and sample letter

will be included in the dealer notification package sent
to each dealer at the launch of a campaign.

SSC/LSC and Customer
Satisfaction

Each Special Service Campaign or Limited Service

Campaign provides us with an opportunity to
demonstrate the Lexus commitment to total customer
satisfaction. Lexus requests that dealers use the
fundamental principals embodied in the Lexus
Covenant when servicing these owners and their
vehicles. By implementing new campaigns in an
organized and efficient manner, we can nurture our on-
going relationships with these customers and
strengthen these associations. Throughout each
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

Specific vehicle model, model year and VIN range

applications will be included with the campaign-specific
dealer notification package sent to all dealers at the
launch of a campaign.

Always consult Dealer Daily or TIS to confirm eligibility
and to assure the SSC/LSC is applicable. This will verify
the vehicle is involved and has not already been
completed by another dealer. TMS warranty will not
reimburse dealers for repairs conducted on vehicles
that are not affected.

Manpower and Facility

Requirements