Lexus ES300 (1997 year). Manual — part 587

SA0FA–01

–

SUSPENSION AND AXLE

REAR STABILIZER BAR

SA–67

1115

1997 LEXUS ES300 (RM511U)

INSTALLATION

Installation is in the reverse order of removal (See page

SA–65

).

ES 300
Brake Vacuum Hose
Special Service Campaign VL-1

OVERVIEW

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PREPARING FOR THE SSC

Determine Your Demand

3

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Manpower and Facility Requirements

3

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Tools and Equipment

4

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Technical Training

4

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Parts Availability/Ordering

5

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TDN System

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Planning Your Communication Strategy

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Calls from the Media

10

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IMPLEMENTING THE SSC

Service Loaners

10

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Contacting Customers

11

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Remote Area Service Plan

11

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The Write–Up

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Preparing for Delivery After SSC Completion

14

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Delivery of the Vehicle After SSC Completion

14

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Follow–Up

14

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Work Order Closing/Claim Submission

14

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Recap of Claim Submission
and General Provisions of the SSC

14

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Claiming Reimbursement for Special Services

15

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TDN Claim Preparation Instructions

15

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Invoicing

16

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Paper Claim Submission

22

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Customer Notification Letter

26

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TECHNICAL INSTRUCTIONS

28

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Table of Contents

1

Overview

Lexus will be initiating a Special Service Campaign (“SSC” VL1) for
certain 1997 ES 300 vehicles. This booklet provides all the details
necessary to plan and implement the SSC at your dealership. The
key points of this Special Service Campaign are summarized below.

Condition

If a vehicle is operated in extremely cold conditions (below –18

°

F),

moisture can accumulate and freeze in the vacuum brake hose.
Should extremely cold weather persist for an extended period of time,
the amount of ice in the hose could increase. In the worst case, it may
block the vacuum in the hose, eliminate vacuum assist, and possibly
lead to increased stopping distances.

Repair

This campaign involves replacing the brake vacuum hose. Refer to
the attached technical instructions and accompanying video.

Approximately 26,000 1997 ES 300 vehicles are involved: 5,191
vehicles in the 19 designated cold–weather states, 20,973 vehicles in
non–designated states.

The 19 designated cold–weather states are: Alaska, Colorado,
Idaho, Illinois, Iowa, Kansas, Maine, Michigan, Minnesota, Montana,
Nebraska, Nevada, New Hampshire, New York, North Dakota,
South Dakota, Vermont, Wisconsin, and Wyoming.

Customer

Notification letters will be sent to vehicle owners in October, 1997.

Notifications

Two different owner letters will be used. The first, mailed to owners in
the 19 designated cold–weather states, will encourage owners to
contact their dealers and have the campaign modification performed
as soon as possible. A second letter will be concurrently mailed to
owners in non–designated states. This will advise them of the need to
have the modification performed only if their vehicles will be operated
in cold weather for an extended period.

The SSC and

Throughout this Special Service Campaign, please make every effort

Customer

to ensure a positive experience for each and every Lexus owner.

Satisfaction

This situation provides us all an opportunity to demonstrate Lexus’
commitment to customer satisfaction. Please be sure our customers
realize that we are genuinely interested in resolving this matter in a
timely fashion.

Lexus ES 300

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