Preparing For the 2LBLSC
OverviewLexus is initiating a Limited Service Campaign (LSC). The 2LB LSC is for certain 2002 SC 430s. The tire valve stem cap may become corroded and possibly non-removable in cold-weather areas. The cap material has been changed from chrome-plated brass to aluminum to prevent this corrosion. This LSC provides your dealership with an opportunity to demonstrate its customer satisfaction philosophy and service convenience to our SC 430 owners. This handbook provides all the details necessary to plan and implement this LSC at your dealership. Key points on the LSC are summarized below.
2LB Condition
Certain 2002 model year SC 430 operated in cold-weather climates may experience corrosion on the tire valve stem cap, which may result in not being able to remove the cap.
The repair for the Limited Service Campaign will be available at no cost to the vehicle owners until November 30, 2005.
Limited Service Campaigns have no impact on the terms and conditions of the Lexus New Vehicle Limited Warranty.
2LB Repair
The 2LB LSC involves the replacement of all four tire valve stem caps.
Customer Notification
Notification letters will be sent to the owners of affected vehicles in November 2002. This letter will advise owners of the need to have the vehicle inspected and, if necessary, the upgrade of the applicable components performed.
LSC and Customer Satisfaction
This Limited Service Campaign provides us with an opportunity to demonstrate the Lexus commitment to total customer satisfaction. By implementing the 2LB LSC 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.
Identifying Affected Vehicles
The 2LB Limited Service Campaign only applies to specific 2002 SC 430s within the VIN range shown. No other vehicles before or after this range are to be repaired under the provisions of this LSC.
Manpower and Facility Requirements
Your dealership must plan carefully to accommodate the additional service volume generated as a result of this LSC and to manage your service appointments to the availability of replacement parts.
In reviewing your dealership's manpower and facility requirements for this Limited 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 arrangements that started with SSC WL1 are also in effect for LSC 2LB.
You will need to hold a meeting with all dealership associates to discuss:
Importance of Lexus customer care for each LSC customer.
Various procedures such as phone inquiries, pick up and delivery, loaners, etc.
Campaign specifics including your dealership, assigned quantity, completion objectives, and technical details.
We 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 this LSC.
Tools and Equipment
No tools are necessary for the replacement of the valve stem cap.
In the event the tire pressure monitor valve subassembly has broken off during removal or the cap cannot be removed by hand you will also need the following:
Tire pressure gauge
Standard tools
Torque wrench
Scan tool
Technical Training
The back of the handbook contains the repair procedures for this LSC. We suggest that all service department staff who will be directly involved in completing the repair or supporting the LSC should review the repair procedures to prepare for this LSC.
Parts Availability / Ordering
The tire valve stem cap has not been put on your Dealer Stocking Guide (D.S.G.). The tire pressure monitor valve sub-assemblies are already a part of your D.S.G. You are strongly encouraged to order only those parts needed to repair vehicles with service appointments. Individual dealer tracking will be done and irregularities in quantity ordering will be forwarded on the Lexus Area Offices for follow-up and correction. There will be sufficient inventory to accommodate this LSC.
TDN System
The labor operation codes have 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 operation codes, call the TDN hotline at (800-421-8154).
Planning Your Communication Strategy
It is important that you develop a strategy to communicate effectively. The questions and answers shown are some general statements that can be used when explaining the LSC.
Calls to Your Customers
Customers involved in the LSC
All though each affected vehicle owner will receive a notification letter, we would like your dealership to use the customer list provided in the LSC package to help manage your service volume. We strongly suggest that your dealership's service management and consulting staff review the list and proactively contact customers for prompt service. Also let them know how valuable a customer they are and that this Limited Service Campaign is being undertaken by Lexus to keep their confidence in the Lexus brand.
Customers not involved in the LSC
Assure any customers with vehicles outside of the involved VIN range that this repair is not needed.
Calls from Your Customers
It is important to institute a system to respond to customers calling for more information regarding the LSC. We recommend designating an individual to answer these inquiries to ensure that callers get accurate, consistent information.
Calls from the Media
We ask that you refer any calls from the media or government agencies directly to Lexus headquarters in Torrance, California. The contact at Lexus is:
Nancy Hubbell, Lexus Public Relations Manager
Contact your District Operations Manager for any other questions.