Lexus ES300 (1997 year). Manual — part 597

Lexus Special Service Campaign XL−7

3

PREPARING FOR THE SSC

Overview

Lexus is initiating a Special Service Campaign (SSC). The XL−7 SSC is

for 1994 through 1998 model year ES 300s built at the Tsutsumi plant.

It is important to note that ES 300s built in the Kyushu plant are not

involved in this SSC. This SSC is an opportunity to strengthen the

relationships we have established with our valued customers and

demonstrate the Lexus service experience to customers who may not

have visited your dealership recently. This handbook provides all the

details necessary to plan and implement the SSC at your dealership.

Key points on the SSC are summarized below.

XL−7 Condition

The steering wheel set nut may not be sufficiently tight in certai n 1994

through 1998 model year Tsutsumi built ES 300 vehicles. This may

cause an abnormal steering vibration and looseness. If the owner

continues to operate the vehicle with this condition, in the worst case,

the nut may eventually come off and the steering wheel may separate

from the steering shaft. This can result in a loss of vehicle control,

increasing the risk of an accident.

XL−7 Repair

The XL−7 SSC involves tightening the steering wheel set nut to the

specified torque.

Customer Notification

Notification letters will be sent in phases to the owners of affected

vehicles beginning in late November 1999. This letter will advise

owners of the need to have the vehicle repair performed.

Steering Wheel Set Nut on 1994 1998 Tsutsumi Built ES 300s

4

SSC & Customer

Satisfaction

The Special Service Campaign provides us with an opportunity to

demonstrate the Lexus commitment to total customer satisfaction. By

implementing the XL−7 SSC in an organized and efficient manner, we

can nurture our relationships and strengthen these 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.

Determine

Your Demand

SSC XL−7

The XL−7 Special Service Campaign only applies to 1994 through 1998

ES 300s built at Tsutsumi within the VIN ranges below. It is important to

note that ES 300s built at Kyushu are not involved in this SSC. No other

vehicles before or after these ranges are to be repaired under the

provisions of this SSC.

VIN Range

Model

Year

VDS

Ranges

1994

GK13T

R0001027 R0074672

1995

GK13T

S0055163 S0129614

1996

BF12G

T0128626 T0186198

1997

BF22G

V0001020 V0083880

ES 300

1998

BF28G

W0082398 W0141594

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.

Lexus Special Service Campaign XL−7

5

Manpower and Facility

Requirements

Your dealership must plan ahead to accommoda te the additional service

volume generated as a result of this SSC. It is the intent of Lexus to

have 100% of SSC repairs completed by the end of April 2000.

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 arrangement that started with

SSC WL−1 is also in effect for XL−7. See page 10 for further details.

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

⇒

Importance of Lexus customer care for each SSC customer.

⇒

Various procedures such as phone inquiries, pick up and delivery,

loaners, etc.

⇒

Campaign specifics including your dealership s assigned quantity,

completion objectives, and technical details.

Steering Wheel Set Nut on 1994 1998 Tsutsumi Built ES 300s

6

Tools and Equipment

No special tools or equipment are required for this SSC.

Technical Training

The back of this handbook contains the repair procedures for this SSC.

We suggest that all service department staff who will be directly

involved in completing the repair or supporting the SSC should review

the repair procedures to prepare for this SSC.

We also 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 the SSC.

TDN System

The following steps must be taken to prepare your TDN System for

processing SSC claims:

•

The labor operation code has been transmitted to your dealership.

Remember that each dealership must request and apply it to the

dealer system. If your dealership has not received the code, call the

TDN hotline at (800−421−8154

).

•

Create a menu code in TDN Menu Option SC−2 using the new labor

operation code established for this SSC.

Menu Code: XL7
Labor Op. Code: 9525K1