Implementing the XL-3 SSC
Car Rental and Service LoanersThe affected customers of this Special Service Campaign are our core, highly valued customers. We need to give them our best treatment. One of the ways we can demonstrate that Lexus cares is by honoring loaner car requests with the best loaner available.
{Preferred} Lexus Customer Confidence System (LCCS)
Officially enrolled LCCS vehicles may be claimed at a rate of $44.00 per day. (Lexus vehicles only.)
{Preferred} Lexus Dealer Fleet (Lexus vehicles only)
A rate of $44.00 per day may be claimed if using this option. Be sure to follow customer supplied insurance guidelines.
Enterprise Rent-A-Car
Recognizing that loaner car capacity may become an issue, Lexus is continuing special arrangements with Enterprise Rent-A-Car to supplement the demand. The specially negotiated price includes a $35.00 per day charge for premium cars and an $11.99 per day rate, plus applicable taxes, for full collision protection (C.D.W.). The total is $46.99, plus tax, in all 48 contiguous states except for New York where the rate structure is different due to state laws covering the sale of a Collision Damage Waiver.
An important feature to this preferred rental arrangement is that this rate entitles your customers to any available Enterprise vehicle including luxury vehicles. So please provide them with a selection of the best available vehicles. Also please employ the strategy (where practical) that SSC customers receive Lexus vehicles and Enterprise vehicles are reserved for regular service customers.
Lexus Dealer Fleet (non-Lexus vehicles)
A rate of $35.00 per day may be claimed if using this option.
Other Car Rental Agencies (Other than Enterprise)
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 DSPM. In addition, loaner car requests that exceed five days must carry proper DSPM 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 DSPM 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 DSPM.
^ 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.).
^ Each situation will be handled on a case-by-case basis.
^ Lexus will only pay for authorized costs that have been approved by DSPM or area offices.
^ Alternatives include pick-up and redelivery of remotely located vehicles.
Creating Appointments
Reserve Parts
The 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.
^ If the customer has an appointment, pull the work order, otherwise, create a work order reflecting the need to complete the SSC XL-3 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 the customer 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.
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 information shown explains the policies and procedures for preparation and submission of a warranty claim for reimbursement of a repair performed under the SSC XL-3.
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 (DSPM authorization only)
Claiming Reimbursement for Special Services
You must use sublet to claim any special services required in conjunction with the SSC repair.
^ Issue "TW" (Tow Vehicle)
=> Applicable to every vehicle
=> Claim actual receipt amount as a sublet
=> You may utilize Amoco or any agency providing Lexus type service
^ Issue "RT" (Rental Car)
=> Applicable to every vehicle
=> Special Service Campaign customers may also be given dealer owned Lexus or L.C.C.S. vehicles at the normal reimbursement rate of $44.00 per day
=> Lexus has negotiated a special day rate of $46.99 plus tax per day with Enterprise Rent-A-Car as an option (includes C.D.W., Collision Damage Waiver insurance)
=> Dealer loaner vehicles or other car rental agencies will be reimbursed at the rate of $35.00 per tax per day
=> The loaner vehicle reimbursement rate cap is five days per repair unless otherwise authorized by DSPM
^ Issue "GA" (Gas Tank Fill-Up)
=> Applicable to every vehicle
=> Claim actual fill-up amount
^ Issue "CW" (Car Wash/Administrative Time)
=> Applicable to every vehicle
=> Claim $20.00 per vehicle
^ Issue "DE" (Pick-Up and Delivery (Remote Repairs)
=> Applicable only under special circumstances (e.g. more than 100 miles from the nearest Lexus dealership)
=> Claim actual dealer cost
=> F.T.S/A.S.P.M. authorization is required for this expense
^ Issue "DE" (Pick-Up and Delivery (Remote Repairs)
=> Applicable at dealer discretion
=> Claim actual dealer cost
TDN Claim Preparation Instructions
NOTE:
Each sublet must be a separate entry with:
^ Unique invoice number
^ Description
^ Sublet Type
^ Dollar Amount
^ In Repair Order Management, select claim type "SC" (Special Service Campaign)
Invoicing
Claim Information
Sublet Information Example of Transportation Costs to Make Remote Repairs
Condition Total
Sublet Information Example of Remote Area Service
Warranty Information Screen
Repair Order Management