Campaign - Navigation System DVD Update: Overview
Calls from the MediaWe ask that you refer any calls from the media or government agencies directly to Lexus headquarters in Torrance, California. The contact at Lexus is:
Bill Ussery, Lexus Public Relations Manager
IMPLEMENTING THE 4LG LSC
Car Rental and Service Loaners
Lexus strongly encourages your dealership to make it easy for your customers to wait for this repair due to the short amount of labor involved in installing nav DVDS. However, for those customers unwilling or unable to wait, Lexus will honor one day requests for loaner vehicles.
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. If extraordinary customer requests are made, please contact your DSPM. In addition, loaner car requests that exceed one day must carry have 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 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 preapproved by DSPM 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 LSC:
^ Explain that the inspection and repair will take about one-half (1/2) 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 4LG 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 4LG.
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 (DSPM 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 (DSPM 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
^ Issue "RT" (Rental)
> Applicable to every vehicle if required
> The loaner/rental vehicle reimbursement rate cap is one day 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 maximum per vehicle (dealers who charge more than this rate will be debited)
^ 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
LSC COMPLETION LABEL INSTALLATION
After completing the repair and before returning the vehicle to the owner, an LSC completion label, which is enclosed in the owner's notification, must be affixed to the left front door hinge post, near the check strap.
(a) The label is to be filled out as follows:
^ Write in LSC 4LG.
^ Write in date of repair. Write in your dealer code.
(b) Additional SSC completion labels, in sheets of 50 (P/N 00410-01918), may be ordered through the non-parts system on a 1450 order form or through the TDN system.