POL-13-01

Update 08107 /2013 - MAC B Process Flow Updated
Previous versions of these documents should be discarded.
To:
Lexus Dealer Principals, General Managers., Service Managers, Parts Managers
and Warranty Administrators
Subject:
Customer Support Program (CSP) ELL
Please note that direct marketing ofthis Customer Support Program is strictly prohibited
{Warran(y Policy No. 5.22) Non-compliance with this policy may result in a claim debit
Allparts replaced for this repair willbe subject to parts recovery and warran(y parts inspection.
On July 24, 2013, a settlement of claims for Economic Loss arising from allegations of unintended acceleration was approved. The settlement
includes Toyota's agreement to provide a Customer Support Program ("CSP") for 1998-2010 model year (MY) vehicles equipped with an
Electronic Throttle Control System (ETCS) to enhance the coverage of certa in components. This is NOTa recaU or a campaign, but is
providedlo reassure owners that Lexus stands behindthe reliability ofour vehides. Please ensure that involved staff members thoroughly
read and understand the documents relating to this CSP (e.g., the Service Consultant Reference Guide, the Dealer Letter, the O&A, the
Warranty Bulletin and the Service and Parts Operations Communication (SPOC)).
CSP Coverage for Defects in
Material or Workmanship
This Customer Support Program provides Primary Coverage and SecondaryCoveragefor
the applicable components. Please see additional information below.
Primary Coverage:
All eligible vehicles will receive 3 additional years of coverage against defects in materials or workmanship in
covered components from the start of CSP ELL, regardless of mileage.
3 Year with NO Mileage Restrictions. Coverage Effective: 08107113- 08107116
Secondary Coverage:
After the 3 year Primary Coverage, Secondary Coverage against defects in materials and workmanship is
applied to the Original Manufacturer's Warranty for each covered component up to a limit of 150,000 miles or
an additional 10 years, whichever comes first.
Note: alter the initial 3 year period, once the vehicle reaches 150,000 miles, it is no longer eligible under this CSP.
DOFU
1
2
r-~~-C~r-u~ise-C~o-n~tr-o~IS~w~it~c~h-,~~~
Accelerator Pedal Assembly
Stop Lamp Switch
*Throttle Body Assembly
*Engine Control Module
3
4
5
6
7
Years of Coverage
8 9 10 11 12 13 14 15 16 17 18 19 20
~ll~
~~i~t
iEi~f.
~~-;-r---;-;-:---~-:--1-1~-;-;_,
g
I
l
~-'-'-'-'-~--;.L....J~-!-~~· -:~-·
j10yr/150k Maximum Miles 1
!_ !_ l_ !_ J_ f --:i-
j
! ! ! ! ! I !
!_ !_ i_ (_ j_
· _ !_ !_ !
; 10yr/150k Maximum Miles
:
*Emissions Warranty may vary depending on the vehicle's emission certification and state emission warranty
requirements. Refer to Lexus Warranty Bulletin POL13-01 for assistance.
See Section Titled - Umitations(on following page) for additional information on exclusions and limitations.
Please refer to the Service Consultant Reference Guide for additional information.
Important Note:
-Applicable on or
after 817113
- Not retroactive
- Does not cover:
Abuse
Misuse
Tampering
Vandalism
Flood/Fire
Rebuilt
Impact
Salvaged Title
- Vehicle must be
operable at the
time of the
commencement of
the CSP
-Applicable only to
vehicles that were
originally
distributed in the
US or the US
Territories
- Follow Lexus
Warranty Policy
and Procedures
guidelines.
Customer Support Program (CSP)
Limitations
CSP ELL becomes effective on August 7, 2013. Only 1998-2010 MY vehicles equipped with an Electronic Throttle Control System (ETCS)
are covered under this CSP.
CSP Start Date:
August7, 20t3
Minimum (Primary} Coverage EndDate: August7, 2016
•
This CSP is not retroactive; no refunds or payments will be made for repairs performed prior to the Court Order approving this
settlement.
Only covered components that fail due to a defect in materials or workmanship and otherwise fall within the parameters of this CSP
will be covered.
This CSP does nofcover cosmetic damage or breakage due to outside forces, damage incurred fro~ abuse, vandalism, flood,
misuse, tampering, a crash, and/or other impact, animal, fire, or carbon build-up.
The defect in materials or workmanship in one of the covered components must have occurred on or after the date of
commencement of the CSP.
.
The CSP does not apply to scrapped, salvaged, dismantled, flood:damaged, rebuilt or other branded/ salvage title vehides
·
·
(excluding lemon law branded vehicles).
This CSP is applicable only to vehicles that were originally distributed in the US or the USTerritories.
•
Imported vehicles (ex. Mexico and Canada) are notcovered, even if currently registered in the US.
•
•
•
•
•
* Please refer to the Lexus WatranQI Policy& Procedures Manual (L WPP)for additional assistance.
CSP ELL also provides coverage for select ancillary parts related to the covered components, such as necessary hoses, clips, connectors, etc.,
that are damaged as a result of the CSP repair. Ancillary parts are only covered if they are needed to complete the CSP and were not
damaged prior to repair.
Covered Components
Coverage provided by this CSP ELL will cover defects in materials or workmanship in the following five
components:
•
Engine Control Module.
•
Cruise Control Switch
•
Accelerator Pedal Assembly
Accelerator Pedal Position Sensor (if individually serviceable)
•
Stop Lamp Switch
•
Throttle Bpdy Assembly
Throttle Position Sensor (if individually serviceable)
Throttle Body Motor (if individually serviceable)
Important Note:
The Thr;ottleBody
Assembly may
have f)l1rts that can
be. ih.divid11a/ly ·
serviced. Before
replacing any .
defective Throttle
BodyAssembly,
please ensure the
defective part
cannot be replaced
separately.
CSP ELL-21
l
Customer Support Program (CSP)
What is defined as a· defect in materials or workmanship" under CSP ELL7
A defect in materials or workmanship means defects objectively manifested by broken, cracked, or missing parts or components (not caused
by abuse/ misuse) and which results in improper function of the component.
Th e fo II owina examo es are orovi ded for re erence:
Not
Covered Covered
Examoles:
Rubber hoses connected to the throttle body are damaged during repairs to the throttle body.
./
Rubber hoses connected to the throttle body are cracked and worn prior to repa ir but the throttle body is OK.
./
Throttle plate has excessive carbon bu ild-up.
./
An animal has damaged the component (e.g. chewed through the wiring).
./
Accelerator pedal position sensor (APPS) is inoperative due to electronic failure.
./
./
Accelerator pedal has a foreign substance on it (e.g. tar, chewing gum, etc.)
./
Cruise control switch is inoperative due to an internal defect.
./
Cruise control switch has broken off or the exterior is heavily worn.
Stop lamp switch is no longer operating correctly due to electronic failure.
./
./
Stop lamp switch is out of adjustment.
./
ECM appears to be damaged by a foreign substance (e.g. Water).
./
ECM is no longer communicating with the ETCS.
./
An aftermarket product has been spliced into the covered component's circuit.
12002 - 2010 ES
2010 HS
1998 - 2010 LX
1998 - 2010 GS
2001 - 2010 IS
2004 - 2010 RX
12007 - 2010 GS HV 1998 - 2010 LS
2006 - 2008, 2010 RX HV
12003 - 2010 GX
1998 - 2000, 2002 - 2010 SC
2008 - 2010 LS HV
Important Note:
Only model year 19982010 vehicles equipped
with an Electronic Throttle
Control System (ETCS)
are covered under this
CSP.
Please refer to TIS and the
Warranty Policy Bulletin
(POL 13-01) to identify
vehicles covered under
this CSP.
Owner Notification
•
Starting in early February 2013, Owner Notifications were mailed to owners by the court appointed administrator, Gilardi and Company.
Approximately 22 million notices were mailed to Lexus, Toyota, and Scion customers informing them of the settlement. In early March
2013, notice of the settlement was also run in select U.S. publications along with banner ads that were posted on the internet.
•
As this is a Customer Support Program, any dealership marketing of this CSP is a violation of Warranty Policy No 5 .22. If it is
determined that a dealer has violated this policy, reimbursement for work performed is subject to charge back.
CSP ELL-31
Customer Support Program (CSP)
Preparation of Dealership
Customer Contact Points
Customers who contact your dealership regarding CSP ELL may not fully understand the parameters of this CSP and how it applies to them.
Lexus has provided the following information along with a Service Consultant Guide (Laminated 11 x 17 inch document) to assist your
dealership in this regard:
•
We suggest each Dealership designate two management level associates with complementary schedules to
become familiar with the details of this CSP.
Important Note:
Responsibility of these Two Associates:
Assign two
Work together to coordinate activities both within the dealership as well as communicate with the Area
(nanagemeht level
Offices.
associates to:
Ensure associates (e.g. Service Consultant, Warranty Administrators, etc.) become familiar with the details - .Coordinate CSP
Activitie$.
and materials related to this CSP.
- Train a/I
Ensure strict adherence to CSP Policies. Inappropriate activities may be subject to claim debit and
associates.
warranty parts inspection.
.- Ensure strict
Reassure customers that Lexus stands behind its products.
adherence to the
Be the first touch points for customers contacting your dealership regarding this program.
CSP Policies.
Reassure the customer of the coverage offered under this CSP (see section titled - CSP Coverage for
"Bethe main
Defects in Materials or Workmanship).
Make sure the customer understands that there is a possibility that the condition at issue may not be
covered under this CSP. If the condition does not relate to a defect in materials and/ or workmanship in
one of the five (5) covered components, the customer may be responsible for the diagnosis fee and any
other repairs he/her may decide to have performed (see section titled - CSP Coverage for Defects in ·
customer contact.
- Explain coverage
and limitations to
customers.
Materials or Workmanship).
•
•
If a customer believes his/her vehicle is experiencing a condition covered by this CSP, the designated associate(s) should arrange with
the appropriate service staff for diagnosis and, if applicable, repair.
Some of these customers may be the second, third, or later owners and may have never visited a Lexus dealership. Please be patient
and supportive as they may not be familiar with your operations. Each step in the process should be carefully explained to them.
CSP ELL-41
Customer Support Program (CSP)
'
Customer
D
{
' Customer Support Program (CSP) Flow Chart
,,,:
'
"
'
Service Consultant
'
'
'
Technician
Parts
"
*Customer contacts
dealer.
.L
'
Customer condition
could be related to a
Yes-
CSP covered
component.
N'o
0
-
Customer is responsible
en
for diagnosis and
r
N
optional repairs_
Confirm vehicle is covered
by CSP by checking TIS .
I
Y~s
-a
Explain CSP coverage to
customer.
Customer may be
responsible for diagnosis
-
and repair cost.
-
r-..
D iagnose Vehicle
Return car to
Ye
customer.
:t.·
,4
I
N_
0
Order Parts
Is the cause of the
~Yes-+ following SPOC #
condition a CSP
2013-18
covered component?
Is the vehicle
Follow
technician's
operable?
determination .
N
Yes/No
"lo
Contact DSPM before
0
:::J"'
D> ·
""'
arranging customer
accommodations* or repair
options based on customer
.. ·
needs/repair timing.
I.
I'
"
Customer returns
when parts arrive.
I
I
•t
inquiring about the CSP,
utilize the Q&A to answer
the customers questions.
No diagnosis of the
vehicle is required at this
time.
Repair Vehicle
I
I'
.
Yes
I
Return the vehicle to I
customer.
I
*Note: If the customer
contacts your dealership
f;.
.1
fNote: The rental must have District
Service and Parts Manager
(OSPM) authorization. Dealer selfauthorization (SMAP) Is not
allowed.
Refer to Warranty Policy Bulletin
POL 13-01 .
..........
--
-Parts availability &
backorder status Is
monitored daily by the
CEC. Area/Dealers may
be contacted for p~rts
backorder situations that
cou Id exceed 1.Q. days or
more.
--····-·-····
Make sure the customer understands there is a possibility that the condition at issue may not be
covered under this CSP. Ifthe condition does not relate to a defect in materials and/or
workmanship in one ofthe five (5) coveredcomponents, the customer may be responsible for
the diagnosis fee and any other repairs he/she may decide to have performed.
CSP ELL- 51
Customer Support Program (CSP)
Parts Ordering
The parts for this CSP will be placed on Manual Allocation Control (MAC). Please refer to the flowchart for additional information.
· .· ·. I
Place Parts Order
ECM
Throttle Body
Cruise Control
Accelerator Pedal Assembly
Stop Lamp Switch
Place parts order
Place parts order
Parts are on MAC
G
Parts are on MAC
Agents from the TAS Special Projects Line will assist with diagnosis
and will verify MAC parts release.
The part will be listed on ttie daily
Rejection Report with the corresponding
MAC code. Please provide additional
information by email as needed.
[email protected]
Before calllng TAS, an on-line TAS case must be initiated.
Ensure the TAS case contains the following information:
1-co;;;.;d Urid;r csP? Yo-;-N-
I - Covered Under Warranty?
I
Yor N
I
I
I
I
I
I
I
I
I
- Customer's Last Name
- Customer Pay? Yor N
- Dealer Code
ECM Case Coding
Service Categoty =Engine
Hybrid System
Section =Engine Control
Sub Component= ECU
Symptom Code= Use
Appropriate Code
-::- rnaQ;o;iicSteps"FoHc;w-;d- Order Reference#
- Part Number
- RO Number
- VIN
Throttle Body Case Codjng
Service Cstegoty =Engine
Hybrid System
Section =Intake/Exhaust
SubComponent=Throttle
Body I Linkage
Symptom Code= Use
Appropriate Code
I
I
I
I
I
I
I
I
I
I
I
I
~--------------------'
TAS agents will be unable to assist dealerships that fail to open a
B
r-------------.I
I
I
1
I
I
I
I
I
I
- Covered Under CSP? Yor N
I
- Covered Under Warranty? Yor N I
- Customer's Last Name
- Customer Pay? Yor N
- Dealer Code
- Order Reference#
- Part Number
- RO Number
-VIN
I
I
I
I
I
I
~------------1
If all information is provided correctly than
the order is approved for release.
TAS case prior to calling.
Contact TAS Special Projects Line
1 (855)-716-7676
Parts are released.
(Approved orders will be released
based on inventory level.)
Note: This hoHine is only to be used for assistance when releasing ECMs or
Throttle Bodies covered under this CSP. Please use the standard TAS
Hotline for any other diagnostic assistance.
FTS
Contacts
TAS
Parts are released.
Repair Procedure
Please refer to the Technical Information System (TIS) and the appropriate Repair Manual for diagnostic and repair procedures.·
CSP ELL-61
Customer Support Program (CSP)
Claim Processing
Please refer to Warranty Policy Bulletin (Bulletin POL13-01) for claim processing instructions for this CSP.
Allparts replaced for these
repairs will be subject to parts recovery and warranty parts inspection.
Please note that direct marketing ofthis Customer Support Program is strictly prohibited(Policy No. 5.22) Non-compliance with this policy
may result in a daim debit and warrantyparts inspection.
4;!§~£11-1nm.1011;;.Q1t.l1The repair quality of covered vehicles is extremely important to Lexus. To help ensure that all vehicles have the
repair performed correctly, please designate at least one associate (someone other than the individual who
performed the repair) to verify the repa ir quality of every vehicle prior to cu stomer delivery.
Media Contacts
Media contacts (local and national) should receive a consistent message. In this regard, all media contacts must
be directed to Cindy Knight (310) 468-2170 in Toyota Corporate Communications. (Plea se do not provide this
number to customers. Please provide th is contact only to media associates.)
Important Note:
- All parts replaced
under this CSP
are subject to
parts recovery.
- Marketing of CSPs
is strictly
prohibited.
- Confirm repair
quality.
Customer Questions
Please use the materials provided to answer any questions in regards to this CSP. If a customer has further
questions, please direct the inquiry to the Lexus Customer Assistance Center at 1-800-255-3987.
If the question is in reference to the other aspects of this settlement, please direct the customer to the settlement
website www.ToyotaELsettlement.com or call 877-283-0507. A copy of the proposed settlement agreement
is also available on the website; it includes a list of affected vehicles, a description of the settlement, and estimated
dates and deadlines.
Thank you for your cooperation.
Lexus
A Division
Important Note:
Please review this
entire package with
your Service and
Parts staff to ·
familiarize them
with the proper
step-by-step
procedures required
to implement this
CSP.
of Toyota Motor Sales, U.S.A., Inc.
CSP ELL -
71
@l...EXl.15
Customer Support Program (CSP) ELL
1998 - 2010 Model Year Lexus Vehicles
Equipped with an Electronic Throttle Control System (ETCS)
Economic Loss Class Action Settlement
Background
On July 24, 2013, a settlement of claims for Economic Loss arising from allegations of unintended acceleration was approved. The
settlement includes Toyota's agreement to provide a Customer Support Program ("CSP") for 1998-2010 model year (MY) vehicles
equipped with an Electronic Throttle Control System (ETCS) to enhance the coverage of certain components. This is NOTa recall or a
campaign, hut is provided to reassure owners that Lexus stands behindthe reliability ofour vehides.
01:
What are the parameters ofthis CSP and what is covered on mv vehide?
Al
This Cu stomer Support Program provides Primary Coverage and
components. Please see additi onal information below.
Secondary Coverage for the applicable
Primarv Coverage:
All eligible vehicles will receive 3 additional years of coverage against defects in materials or workmanship in covered components
from the start of th is CSP, regardless of mileage.
3 Year with NO Mileage Restrictions. Coverage Effective: 0810712013 - 0810712016
Secondarv Coverage:
After the 3 year Primary Coverage, Secondary Coverage against defects in materials and workmanship is applied to the Original
Manufacturer's Warranty for each covered component up to a limit of 150,000 miles or an additional 10 years, whichever comes
first.
Note: After the initial 3 year period, coverage under this CSP ends once the vehicle reaches 150,000 miles.
___________
00
..F,..u....,1
2
Cruise Control Switch
Accelerator Pedal Assembly
Stop Lamp Switch
*Throttle Body Assembly
*Engine Control Module
3
4
Years of Coverage
8 ~ 1.,0 ~1 1 2 1,,3 14 15 1,.6 17 18 19 20
1
1
1
'
'
t--r-+-;- :- :- + -;- ;- ;- i -;--+--1;;' -+--+-t
s,.
6
7
~1_1_1_1_;_>_!___,l_\-.!~-!-'.
J_jll)yr/1SOk~~~"!_j_j_j_!_1_i_!_!_i
!
l
!
!
\
!
!
!
!
!
i
:lf)yr/lSOk Maximum Miles
!
i
i
l
l
•
*Emissions warranties may vary depending on the vehicle's original emission certification and state emission warranty requirements.
See 03, 03a, 03b, and 0 3c for additional information on exclusions and limitations.
The additional coverage provided by this CSP will cover defects in materials or workmanship in the following five components:
•
Engine Control Module
•
•
Cruise Co ntrol Switch
•
•
Accelerator Pedal Assembly
- Accelerator Pedal Position Sensor**
** If Individually Serviceable
All work must be performed by an authorized Lexus dealer.
Stop Lamp Switch
Throttle Body Assembly
- Throttle Position Sensor**
- Throttle Body M otor**
Ola:
Whvis Lexus on/yprovidina addiHonal coverage for these specific components?
A 1a:
The CSP is part of a larger settlement between Toyota and a group of owners of ETCS equipped models. These five (5)
components were agreed upon by Toyota and plaintiffs' counsel and were approved by the Court overseeing the
settlement.
O!b:
What ifother parts are neededto complete the repair?
A1b:
This program also provides coverage for select ancillary parts related to the covered components (such as hoses, clips,
connectors, etc.) that are da~aged as a result of CSP repairs. Ancillary parts are only covered if they are necessary to
complete the CSP and were not damaged prior to repair.
02
WhatisLexusgoingtodo?
A2:
Starting in early February 2013, Owner Notifications were mailedto owners by the court appointed administrator, Gilardi and
Company. Approximately 22 million notices were mailed to customers informing them of the settlement. In early March 2013,
notice of the settlement was also run in select U.S. publications along with banner ads that were posted on the internet.
03:
When does this CSP take eHect?
A3:
This CSP becomes effective on August 7, 2013. Only MY 1998-2010 vehicles equipped with an Electronic Throttle Control
System. (ETCS) are covered under this CSP.
August7.2013
Auaust7, 2016
CSP Start Date:
Minimum (Primary} Coverage End Date:
This CSP is provided to ensure the covered components are free from
described in 01.
Defects in Materials or Workmanship for the period
03a:
Under the CSP. what is the deflnHion ofa "Defect in Materials or Workmanship?
A3a:
A defect in materials or workmanship means defects objectively manifested by broken, cracked, or missing parts or
components (not caused by abuse/misuse) and which result in improper function of the component.
03b:
What ifI have previous/ypaidfor repairs to address the condiHon{s) coveredunder this CSP?
This CSP is no/retroactive; no refunds or payments will be made for repairs performed prior to the Court Order
A3b:
approving this settlement.
03c:
A3c:
!·
Are there anv other exclusions andlimitations?
This CSP does nofcover cosmetic damage or breakage due to outside forces, damage incurred from abuse, vandalism,
flood, misuse, tampering, a crash, and/or other impact, animal damage, fire damage, or carbon build-up.
The CSP does no/apply to scrapped, salvaged, dismantled, flood-damaged, rebuilt or other branded/salvage title
vehicles (excluding lemon law branded vehicles).
This CSP is applicable only to vehicles that were originally distributed in the U.S. or the U.S. Territories.
Imported vehicles (ex. Mexico and Canada) are not covered, even if currently registered in the U.S.
The defect in materials or workmanship in one of the covered components.must have occurred on or after the.date of
the commencement of the CSP.
-
04:
Is there a possibility that ihe condition Iam experiencing is not covered under this CSP?
A4:
Yes; there is a possibility that the condition you are experiencing is not covered under this CSP.
Please be aware that ifthe
condiHon does not relate to a defect in materials or workmanship in one ofthe five covered components, you may be responsible
for the diagnostic fees andany other repairs you may decide to have performed.
04a:
What ifmy AuthorizedLexus Dealership determines that the condition Iam experiencing is not coveredby this CSP. but
Isfronq/v disagree with the diagnosis?
A4a:
Please call the Lexus Customer Assistance Center (see 08). ·
04b:
What ifIchoose to have one ofthe coveredcomponents repairedat a non-Lexus Fact/ity? IMU Lexus reimburse me for
these repairs?
A4b:
No; this CSP is only applicable for repairs performed at an Authorized Lexus Dealership. There are no reimbursements
f(ilr repairs performed at other facilities, or for repairs made prior to the commencement of the CSP.
r- -
05:
A5:
Which vehicles are includedin this CSP?
This CSP includes 1998 throuah 2010 Model Year Lexus vehicles equipped with ETCS.
LEXUS
• 2002 - 2010 ES
1998 - 2010 GS
2007 - 2010 GS HV
2003 - 2010 GX
2010HS
2001 - 2010 IS
1998 - 2010 LS
2008 - 2010 LS HV
1998 - 2010 LX
2004 - 2010 RX
2006 - 2008 RX HV
2010RXHV
1998 -2000 SC
2002 - 2010 SC
05a:
A5a:
How do Idetermine ;fmy vehicle is part ofthe CSP?
You may determine if your vehicle is covered under this CSP using one of the following resources:
• Contact the Lexus Customer Assistance Center (see 08).
• Visit the settlement websitewww.TovotaELsettlement.com.
• Contact an Authorized Lexus Dealership.
06:
A6:
Are there any other Lexus, Toyota or Scion vehicles includedin this Settlement?
Yes 1998 - 2010 Model Year Tovota and Scion vehicles eauirmed with ETCS are a so included in this sett ement.
TOYOTA
TOYOTA
SCION
2001-2010 4Runner
2004-2010 RAV4
2008-2010 xB
2005-2010 Avalon
2001-2010 Sequoia
2008-2010 xD
2002-2010 Camry
2004-2010 Sienna
2005-2010 tC
2002-2008 Camry Solara (2AZ)
2001-2005 Spyder (MR2) SMT
2004-2008 Camry Solara (except 2AZ)
1998
Supra (2JZ-GE)
2007-2010 Camry HV
2005-2010 Tacoma
2003-2005 Celica (2ZZ)
2003-2004 Tacoma (5VZ w/ETCS-i)
2005-2010 Corolla (except 2ZZ)
2003-2004 Tundra (5VZ)
2005-2010 Corolla Matrix (except 1ZZ 4WD, 2ZZ) 2000-2010 Tundra (except 5VZ)
2007-2010 FJ Cruiser
2009-2010 Venza
2004-2010 Highlander
2007-2010 Yaris
2006-2010 Highlander HV
2006
Yaris Hatchback
1998-2010 Land Cruiser
[Puerto Rico]
2001-2010 Prius
07:
A7:
What shouldIdo ;fIbelieve one ofthe covered components on my vehicle has a defect in materials or workmanship?
Please contact your local Lexus dealer for appropriate diagnosis and repair. If the condition is in accordance with the terms of this
CSP, the repair will be performed at no charge (see 03 & 04).
07a:
A7 a:
08:
AS:
What iithe components coveredunder this CSP are functioning normally but Iwouldlike to have them redaced?
This CSP only applies to vehicles that have experienced a defect in materials or workmanship in the covered
components.
What iiIhave additionalquestions or concerns?
If you have questions or concerns please contact:
Lexus Customer Assistance Center at 1-800-255-3987.
Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am to 4:00 pm Pacific Time.
For additional information regarding the Economic loss Class Action Settlement, please visit the settlement website
~YYl:'.W.JQY9!9_~~_g;Jtl_e.m?..D_t<;_Qfll_.
Update 08/07 /2013- MAC B Process Flow Updated
Previous versions of these documents should be discarded.
POLICY/PROGRAM UPDATE
Please note that direct marketing ofthis Customer Support Program is strictlyprohibited
(Wan-an(V Policy No. 5.22). Non-compliance with this policymayresuh In a claim debit.
AUparts replaced for this repair wiUbe subject to parts recovefJ' and wan-an(Vparts inspection.
On July 24, 2013, the settlement of claims for Economic Loss arising from allegations of unintended acceleration was
approved. The settlement includes Toyota's agreement to provide a Customer Support Program ("CSP") for 1998-2010
model year (MY) vehicfes equipped with an Electronic Throttle Control System (ETCS) to enhance the coverage of certain
components against defects in materials or workmanship onlv. This CSP becomes effective on August 7, 2013.
This is NOTa recaHor a campaign1 hut Is providedto reassure owners that Lexus stands behindthe reliability ofour vehicles.
Please ensure that involved staff members thoroughly read and understand all important communications regarding this CSP,
including the companion Dealer Notice, Job Guide, Warranty Bulletin, and this SPOC.
Criteria
• All MY 1998-2010 ETCS vehicles are eligible for coverage of 3 years from the start of the CSP, regardless of mileage.,
• After 3 years from the start of the CSP, MY 1998-2010 ETCS vehicles are covered for 10 years beyond the expiration
date of the original warranty* or until the vehicle reaches 150,000 miles, whichever comes first.
• Please refer to the companion Job Guide and Dealer Letter for a more detailed description of coverage and specific
examples.
Covered Vehicles Model Years
ES
2002-2010
GS
1998-2010
GSHV 2007-2010
GX
2003-2010
HS
2010
IS
2001-2010
LS
LSHV
LX
RX
RXHV
sc
1998-2010
2008-2010
1998-2010
2004-2010
2006-2008 and 2010
1998-2000 and 2002-2010
Return Policy
• Lexus dealers are allowed to use their monthly return allowance to return excess inventory of Customer Support Program
(CSP) parts.
• These CSP parts are eligible for return and will be processed through the Monthly Parts Return Program
Obsolescence Accrual
These CSP parts will remain eligible for obsolescence accrual earnings.
Order Process
• Dealer places order
• ·Order suspends due to MAC G or B
• Part is listed on the daily "Back Order/TNT Status Report" with the corresponding MAC code
o If MAC G,dealercontacts TAS line at1(855)716-7676 (a TAScasemustbeopened}
o The TAS case must contain the following information:
./ VIN
./ Case coding
./ R.O number
./ Part Number
•
•
•
•
•
./ Order Reference Number
./ Dealer Code
./ Customer Last Name
./ Covered under CSP? Y or N
./ Covered under warranty? Y or N
./ Customer pay7 Y or N
./ Identify Diagnostics steps followed (see flow chart)
TAS confirms the diagnostic procedure and order is approved for release
Approved orders will be released based on inventory availability
TAS requests additional diagnostics and contacts FTS. FTS responds to TAS and repeats process until order can be
released
o If MAC B, dealer provides the following information by email to [email protected]
./ VIN
./ Ease coding
./ R.O. number
./ Part number
./ Order Reference Number
./ Dealer code
./ Covered under CSP? Y or N
./ Covered under warranty7 Y or N
./ Customer pay7 Y or N
./ ldeRUfy DiagResties stef'5 folloiied (see flon chart)
If all information is provided correctly then order is approved for release
Approved orders will be released based on inventory availability
Uthe orderprocess is not followedcompletely the order willnot he filledandmay he cancelled
Order Process Flow
Place Parts Order
ECM
Throttle Body
Cruise Control
Accelerator Pedal Assembly
Stop Lamp Switch
Place parts order
Place parts order
Parts are on MAC
Parts are on MAC
G
Agents frorh the TAS Special Projects Line will assist with diagnosis
and will verify MAC parts release.
The part will be listed on the daily
Rejection Report with the corresponding
MAC code. Please provide additional
information by email as needed.
[email protected]
Before calling TAS, an on-line TAS case must be initiated.
Ensure the TAS case contains the following information:
1-co;r;:;d Urid;r csP? Yo;-N-
I - Covered Under Warranty?
I
Y or N
I - Customer's Last Name
I
I
I
I
I
I
I
I
- Customer Pay? Y or N
- Dealer Code
ECM Case Coding
Service Category = Engine
Hybrid System
Section= Engine Control
Sub Component= ECU
Symptom Code = Use
Appropliate Code
-:- rii9no;icst;sFo~w-;d- ,
- Order Reference #
I
- Part Number
I
- RO Number
I
- VIN
I
Throttle Body Case Coding
Service Category = Engine
Hybrid System
Section= Intake/Exhaust
Sub Component= Throttle
Body I Linkage
Symptom Code = Use
Appropriate Code
I
I
I
1
1
I
I
-------------------'
~T AS agents will be unable to assist dealerships that fail to open a
r-------------.I
I
I
I
I
I
I
I
I
I
- Covered Under CSP? Y or N
- Covered Under Warranty? Y or N ·
- Customer's Last Name
- Customer Pay? Y or N
- Dealer Code
- Order Reference #
- Part Number
-RO Number
-VIN
~------------J
If all information is provided correctly than
the order is approved for release.
TAS case p1ior to calling.
Contact TAS Special Projects Line
1 (855)-716-7676
Parts are released.
(Approved orders will be released
based on inventory level.)
Note: This hoUine is only to be used for assistance when releasing ECMs or
Throttle Bodies covered under this CSP. Please use the standard TAS
HoUine for any other diagnostic assistance.
FTS
Contacts
TAS
Parts are released.
I
I
I
I
I
I
I
I
When Checking a Vehicle for CSP (Customer Support Program) Eligibility
From your TIS homepage...
1)Select TIS tab
2)Select Vehicle
Inquiry tab
3)Enter VIN nu
ber
4)Select Lookup
button
Engine Family: #0 ''fflPI· i r:
Interior Trim Color:
n. "
Potentially Eligible
6)Check Status
Note: Potentially Eligible means the vehicle falls within the CSP VIN Range, but each dealer must also determine
vehicle eligibility based on the coverage and limitation outlined in the dealer letter.
Owner Notifications were previously sent to customers by the court appointed administrator G ilardi and Company. The administrator used 3 types of media to inform
customers of this CSP and settlement:
•
Post Card Direct Mailers (February 2013)
•
Print Ads in Select U.S. Publications (March 2013)
•
Select Internet Banner Adds (March 2013)
As this is a Customer Support Program, any dealership marketing of this CSP is a violation of Warranty Policy No 5 .22.
this policy, reimbursement for work performed is subject to charge back.
If it is determined that a dealer has violated
Sample Post Card Direct Mailer Notification from Court Appointed Administrator
Important Legal Notice from the United states
District Court ror t he Central District or California
P LEASE P LACE THIS CUSTOMER SUPPORT
PROGRAM JN YOUR SUBJECT VEJllC LE'S GLOVE
BOX. THIS IS AN IMPORTANT D OCUMENT THAT
YOU SHOULD KEEP IN YOUR VEHICLE WITH
Y OUR WARRANTY DOCUMENTS.
If the Court·grauts fin al •ppl>val of the settlcmttll.,. Toyota is
offeri na
1
Cuslomer Support Prognm to all Class Members
who still own or lease their Subj ect Vel:i.cles u of the date of
final 1pprovtil. by the Court. The Cwit cmer SupJXlft Program
will provide fu turt covengc for repairs md aqumneots
needed to correct defects in materials or workmanship, if any.
in any of the followin8 cmnpcncnts iu y our Subjed Vehidt:
fallowing the date of finaJ app-oval by the Cowt (i) tngine
control modul e; (ti) rnJist contrci .-witch;. (ill) accel erator
pedo1 asscmliy; (iv) ltop l amp 1'Wilcb; and (v) lluolll e body
atiembly. The Q.1ntioo of 1illure coverage will begin foUowing
the date o f final approval by the Court 111d will be calruJatcd
bosed on l Oyearsfrom the exp ration of the existing wuranry
for each of these puts, with a maxi mum limit of 150,000
miles frcm lht vthicle's in-service date. The in-9e1Vice date
is lhe first date the vtb.ide is eilber delivered to Ill ultim ate
pW'cbtser, leastd. or used as 1 company car oc demonstrator.
Resar cl es; of mil eaa:e oc warranty cxprllioo, each eligi ble
Subject Vehicl e will receive at least 3 year.i: of coverage from
the .date of final approval by th e Court n lisCmtoma Supp«t
Program wi ll nol cover the c~; foc past repairs.
HYou Currmtly Own or Lease a Toyota,
Laus, or Sdon Vehlde, You Could Get
.Benefits from a .Oass AcUon Sdtlemmt.
Toyota Economic Loss
Settlement Administrator
c/o Gilardl & Co. LLC
P.O. Box 808012
Petaluma CA 94975-8012
TMUA1
2D
DClllDrnDJOJD
Postal Service: Please Do Not Mark Barcode
TMUA1-<>-«Ck0ig»
<><>
<>
<>, <> <>
20
Claim IO: << Oaim 8>>
PIN: < >
Thttc is a pr\·1·llrstJ sdl£tmeci1 in a das..-.. act.i0<1 l~w~1il :igf Toyola Motor C(lfp . rtml 1(,)'0ta M<>tor Salt:s.. l l . S. A .~ 1"11c.
CToyl'I~'.· ) -~~iccming w1ain vchi de.~ with cle.:trnnic 1Ju·n1nc cot1trnl >
y ;t.:m> C'F.TCS"l. ·nie Jaw;;i1i1 ~liege> 11ta1. ccrt;1in
Toy~I•. LO(ns, •ml S~i 1m vch.iclcs cqui 1~>t four dig~ ; oftltc V. This M:tlln 11r11I tkm< uut bivuh1' h pa)m cnt.forallc,ced
lo.~ upiJfl cc:nain JisposlliVJ1 uf n SubjcU Ve.hide <~D"ing the palvd fwm :)('ptcn1l)Cf" 1. 2():)') thn~ugh f.kl:cml>U 31. ~ O IQ
or ~Jpl'.ln c::3rly k~St: t~n'1inAfi1 Ju j(;,Uo1"\;·htc. !m ;1 Uc:ge..t unin1cn(kd ucctltndl,111 C\ c:nt lhtb~c; \.) ) rc:cci\'Ca i:a:.:11 payment lf you :m: r.i.>I chgiltk for a brnkc
<>\'ClriOle in" Cuit<>•Htr St111!J.
\Vh at are my opUons? Jfyoo do n(.1U11n.µ., ) 1.iU will rcrnam in Ille da~..., unt.I will not bt ahlctt.) sm: Toyot<.t atJ\mt the lSWCt> m
the law~it. but lf you Uv not suhnit a daim form. yoo 111 ;ay not l't-'1:-civc ~r tait1 (;t.'\JJ bcutflrs for· whid1 rou ma)\ be eligible.
Y<>11ca11 < port <•fth< i;«!la11cn1 If } Oc~1t 1hc .t»UC> ill the l~w.u~ . Y~u ' :in fi le~ •bim unlil
.July?.,, ~0 13, ii' you dc:io ·r t;\:dudc )'OUpjCf l~ for :my bcricfi1.t' fttr wh id 1yrn,1~1rt chgib1c a.r1tl whi\.TI rcIJ
'""' ub1c<:lf. 1<> sec lh< 1\1 11 rnngc: of oplioo;
aV:l ilab!c ~mJ to file 'a daun. eo lo !!"?l'\:'· l'n'!!faf l ,Sdllr pirnl .rom . You. may 1bo c•ll fol),.free (877) :?SJ..o~o ~ .
The Cwn will h<.•ld • lbirn~ hc•rini:, 1.111 .Jun• 14, lO JJ •I 9:00 •m
I<• (ol «•n~idc:r whell•a Ure Jl'""'"'"d>ct1lcmei11i~ f;1ir.
J'tti~-Ouahl c, :tnd ~l\.k:(flJltlt' 311d (hJ lkdJr. lhr plai111 iff~· lear a1.1ht: heUr m•ln tXpttb't:. Plt:i~ d1t1.'.k the Wi!bs.i te fer more d.ct~ih:d ulfi.Vlll:Uit:io 111uf w review lhc scttlcm~n1.-rc.(111 cd
dtK':\:imt1 1t~.t 'l1:1t: welr.:ile will b~ f)4;1'indit<.dly updJtt:-d.
Fur ~iot'r. lnrot'Ul a11ou ot to Ille :1 claim, ~o to »·ww '10\'o t_MFI St•Ulfmrnl P')tlJ
J'wfll \'M'~f' •\'f"s() ('11 ~)lutol ,
vf !lilll l\' W " ' ffr\'Olf fl c'if';f !lml4'Uf
("0 111.
©•
exa•s
Warranty Policy Bulletin
No.:
POL13-01
Date:
08/01/13
Page:
1 of 5
Distribute to:
0 Service Manager
0 Warranty Administrator
SUBJECT: CUSTOMER SUPPORT PROGRAM (ELL) FOR 1998
THROUGH 2010 MODEL YEAR VEHICLES EQUIPPED
WITH AN ELECTRONIC THROTTLE CONTROL
SYSTEM (ETCS)
Background .
A settlement of claims for Economic Loss arising from allegations of unintended
acceleration has been approved and will be effective 08/07/13. The settlement
includes Lexus's agreement to provide a Customer Support Program ("CSP") for
1998-2010 model year (MY) vehicles equipped with an Electronic Throttle
Control System (ETCS) to enhance the coverage of certain components.
This is not a recall campaign, but is provided to reassure owners that
Lexus stands behind the reliability of our vehicles.
Direct marketing of this CSP is strictly prohibited pursuant to Lexus Warranty
Policy 5.22. Non-compliance of this policy may result in a claim debit.
Applicability
The CSP applies to all 1998 through 2010 model year vehicles equipped with an
Electronic Throttle Control System (ETCS).
What Is Covered
All 1998 through 2010 model year Lexus vehicles equipped with an Electronic
Throttle Control System (ETCS) and originally distributed for sale or lease in the
United States, the District of Columbia, Puerto Rico and all other United States
territories and/or possessions are covered; these vehicles are listed by
model/model year in the chart on the following page. Refer to TIS to determine
specific VIN eligibility under the Vehicle Inquiry tab. Potentially eligible
CSP information is located under the Warranty tab (not the Campaign tab).
Please ensure this electronic bulletin is printed and distributed to those
designated as well as any other appropriate personnel.
POL 13-01
08/01/13
2 of 5
Lexus Warranty Policy Bulletin
What Is Covered (Continued)
Model
ES
GS
GS HV
GX
HS
IS
LS
LS HV
LX
RX
RXHV
SC
Model Years
2002-2010
1998-2010
2007-2010
2003-2010
2010
2001-2010
1998-2010
2008-2010
1998-2010
2004-2010
2006-2008, 2010
1998-2000,2002-2010
This Customer Support Program provides Primary Coverage and Secondary
Coverage for the applicable components.
1. CSP Primary Coverage:
•
All eligible vehicles will receive 3 additional years of coverage against
defects in materials or workmanship for covered components from the
start of this CSP, regardless of mileage.
-
3 years with NO mileage restrictions coverage is effective
08/07 /13 - 08/07 /16
2. CSP Secondary Coverage:
•
After the 3 year CSP Primary Coverage, CSP Secondary Coverage is
applied following the expiration of the Original Manufacturer's
Warranty for each component, subject to a limit of 150,000 miles or an
additional 10 years from the vehicle's in-service date, whichever
occurs first.
Note: After the initial 3 year period, once the vehicle reaches 150,000
miles, it is no longer eligible under this CSP .
Please ensure this electronic bulletin is printed and distributed to those
designated as well as ahy other appropriate personnel.
POL 13-01
08/01/13
3 of 5
Lexus Warranty Policy 81,Jlletin
What Is Covered (Continued)
3. Coverage provided by this CSP only applies to defects in materials
or workmanship for the following five components:
Standard Warranty
Coverage
CSP Secondary Coverage
(Note: CSP Primary Coverage
is 08/07/2013 - 08/07/2016,
regardless of mileage)
Engine control module
8/80,000
18/150,000
Cruise control switch
4/50,000
14/150,000
Accelerator pedal assembly
• Accelerator pedal position
sensor
4/50,000
14/150,000
Stop lamp switch
4/50,000
14/150,000
4/50,000.
14/150,000
or
7170,000*
17/150,000*
Component
+
Throttle body assembly
• Throttle position sensor (if
individually serviceable)
Throttle body motor (if
individually serviceable)
or
•
+
*
The Throttle Body Assembly may have parts that can be individually serviced.
Before replacing any defective Throttle Body Assembly, ensure the defective part
cannot be replaced separately.
Applies to vehicles that are sold, registered and operated in California or any state
that adopts California Emission warranty provisions .
:su1
. P1ease.·.e11~L(l'ethis