Implementing the 3LE SSC
Service LoanersOne of the ways we can demonstrate that Lexus cares is by honoring loaner car requests with the best loaner available for those customers unable or unwilling to wait for this repair
Lexus Customer Convenience System (LCCS)
Officially enrolled LCCS vehicles may be claimed at a rate of $45.00 per day. (Lexus vehicles only.)
Lexus Dealer Fleet (Lexus vehicles only)
A rate of $45.00 per day may be claimed if using this option. Be sure to follow customer supplied insurance guidelines.
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 one day 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.).
^ 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
Refer to some general guidelines shown in this bulletin to use when the customer arrives at your dealership for the LSC:
^ Explain the procedure to the customer taking care to make sure they understand the hardware will be removed from their vehicle and that after the repair they will not be able to use Lexus Link services. Obtain the customer's signature on the Lexus Link Removal Customer Acknowledgement Consent form.
^ Explain that the procedure will take about one hour. Inform the customer 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 LSC notice:
=> Check the VIN against the TIS or 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 LSC completion label.
=> If the vehicle falls outside of the above guidelines, explain that the vehicle does not require the Campaign repairs.
=> If the vehicle is eligible, explain the LSC 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 LSC 4LA repair.
^ Issue the work order to the technician and include job instructions for the LSC.
Preparing for the Delivery After LSC Completion
^ Wash/clean the vehicle inside and out.
^ Fill the gas tank with the specified unleaded fuel
^ Notify customer of completion and arrange for re-delivery or return of rental vehicle.
Delivery of the Vehicle After the LSC Completion
The delivery of the vehicle is a very important part of ensuring a high level of customer satisfaction. Explain all LSC repairs to the customer and apologize for any inconveniences. 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 LSC 4LA.
Recap of Claim Submission and General Provisions of the LSC
^ Lexus will pay for gas tank fill-up (actual cost)
^ Lexus will pay for washing the vehicle (up to $20 per vehicle)
^ Lexus will provide a loaner vehicle if required (DOM authorization required for more than one day)
^ Lexus will pay for costs associated with remote repairs if required
^ Lexus will pay for remote pick-up and delivery if required (DOM authorization only)
Claiming Reimbursement for Special Services
You must use sublet to claim any special services required in conjunction with the LSC repair.
^ Issue "TW" (Tow Vehicle)
> Applicable to every vehicle if required
> Claim actual receipt amount as a sublet
> You may utilize AAA or any agency providing Lexus type service
^ Issue "RT" (Rental)
> Applicable to every vehicle if required
> Limited Service Campaign customers may also be given L.C.C.S. vehicles at the normal reimbursement rate of $45.00 per day
> The loaner vehicle reimbursement rate cap is one day per repair unless otherwise authorized by DOM
^ 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.O.M. authorization is required for this expense
^ Issue "DE" (Pick-Up and Delivery/Remote Repairs)
> Applicable at dealer discretion
> Claim actual dealer cost
Claim Preparation Instructions
NOTE:
Each sublet must be a separate entry with:
^ Unique invoice number
^ Description
^ Sublet Type
^ Dollar Amount
Warranty claims for this LSC 4LA must be submitted as "RG" (regular claim) type. Please note that this is different than normal SSC/LSC claim preparation.
Since claims must be submitted using "RG" claim type you will be required to enter an original part number (OPN), T1 and T2 codes as well as any other requirement for "RG" claim type.