Lexus ES300 (1997 year). Manual — part 599

Lexus Special Service Campaign XL−7

11

In most cases, a rate of $35.00 plus tax per day may be claimed if using

this option.

The motivating factor for any of these options 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 two days 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.).

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

12

•

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:

•

Explain that the actual service will take about half an hour and 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:

⇒

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 outside the affected VIN range, explain that the

vehicle does not require the Campaign repairs.

⇒

If the vehicle is eligible, explain the SSC to the customer;

describe the procedure and the amount of time needed for the

repair.

Lexus Special Service Campaign XL−7

13

•

If the customer has an appointment, pull the work order, otherwise,

create a work order reflecting the need to complete the SSC XL−7

repair.

•

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

the SSC.

Preparing for the

Delivery After SSC

Completion

•

Because this service requires the vehicle s battery to be

disconnected, make sure that the clock has been reset, seat number

one memory reset and that any preset stations have been

programmed back into the audio system.

•

Wash/clean the vehicle inside and out.

•

Fill the gas tank with premium unleaded fuel. (This actual fill−up

cost will be charged as a SSC expense.)

•

Notify customer of completion and arrange for re−delivery or return

of rental vehicle.

•

Remind those customers with optional memory seat that the number

two seat memory will need to be reset.

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.

•

Apologize for any inconveniences and emphasize desire to protect

the relationship.

•

Thank the customer for his or her time and their continuing

patronage.

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

14

Follow−Up

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 following information explains the policies and procedures for

preparation and submission of a warranty claim for reimbursement of a

repair performed under the SSC XL−7.

Repair

Claim

Type

Opcode

Labor

Hours*

Sublet

Tighten Nut

to Specific

Torque

SC

9525K1

0.5

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.

Recap of Claim

Submission and General

Provisions of the SSC

•

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

•

Lexus will provide a loaner vehicle

•

Lexus will pay for costs associated with remote repairs

•

Lexus will pay for remote pick−up and delivery (DOM authorization

only)

Claiming Reimbursement

for Special Services

You must use sublet to claim any special services required in

conjunction with the SSC repair.