9LG- PHASE 1

October 1, 2012
To:
Lexus Area Customer Service Operations Managers
From:
Lexus Service and Parts Operations
Subject:
Owner Re-notification of Non-Completed Safety Recalls
Safety Recall completion is important not only in satisfying government requirements but also as an
integral part of our commitment to meet customer expectations of Lexus products. Lexus will be
sending Safety Recall Follow-Up Notices to remind owners whose vehicles have not yet had recall
campaign repairs completed.
We request your dealers' assistance in completing the applicable recall campaign repairs as owners
receive the Safety Recall Follow-Up Notice and contact them . Please note the follow-up activity may
cause an increase in your dealers' current recall campaign owner appointments. Lexus will continue
with additional follow-up activities in the months to come. Please ensure your dealers take this into
consideration when analyzing their manpower requirements.
1.
Safety Recall Campaign(s) Involved in the Follow-Up
Safetv Recall
9LG - Phase 1
9LG- Phase 3
Description
Potential Floor Mat
Interference with
Accelerator Pedal
Potential Floor Mat
Interference with
Accelerator Pedal
Model
Model Year(s)
ES350
2007 Through
Certain 2010
LX570
2008 Through
Certain 2011
2. Safety Recall Follow-Up Dealer and Owner Notification Letter Mailing Date
The attached dealer letter will be sent to all Lexus service and parts managers via e-mail on
October 1, 2012.
The Safety Recall Follow-Up Owner Notification Letters ("owner letters") will begin in early October,
2012, approximately one week after the dealer notification. The owner letters will be mailed over a
period of several weeks consistent with parts availability by first class mail as required by Federal
regulation .
3. Technical Instructions
Technical Instructions to conduct these campaigns can be found on TIS.
4. Number of Involved Vehicles Not Yet Remedied
Each Area Office will be provided with this information. These counts are based on the last
dealership to service an affected vehicle.
5. Parts Ordering
The applicable parts ordering information can be found in the Dealer Cover Letter and Technical
Instructions of the specific Safety Recall. As a practice, dealers should utilize the following guidelines
to determine parts order for this re-notification activity:
•
C heck current stock levels.
•
S ubsequent orders should be based on customer appointments.
•
R eplenishment orders
of parts should be based on a "sell one, buy one" basis.
6. Vehicles in Dealer Stock
Dealerships are requested to perform recall campaign procedures on any vehicles in their stock
prior to delivery. Always verify eligibility by consulting Dealer Daily/TIS prior to performing repairs .
7. Customer Handling and Dealership Follow-Up
Please consider this Safety Recall follow-up a great opportunity to focus on assuring customers that
their safety remains Lexus' highest priority. Customers who receive the Safety Recall Follow-Up
Notice may contact your dealers with questions regarding the letter and/or Safety Recall remedy.
Please ensure that all customer contact personnel at your dealers are aware of these Safety Recalls
and know how to accurately answer customer's questions or how to direct the customer to someone
that can.
Please review this letter with your staff to familiarize them with the proper procedure for this renotification activity.
Thank you for your understanding and cooperation .
October 1, 2012
To:
Lexus Dealer Service Managers and Parts Managers
Subject:
Owner Re-notification of Non-Completed Safety Recalls
Safety Reca ll completio n is important not only in satisfying government requirements but also as an
integ ral part of our commitment to meet customer expectations of Lexus products. Lexus will be
sending Safety Recall Follow-Up Notices to remind owners whose vehicles have not yet had recall
campaign repairs completed.
We request your assistance in completing the applicable recall campaign repairs as owners receive
the Safety Recall Follow-Up Notice and contact your dealership. Please note the follow-up activity
may cause an increase in your current recall campaign owner appointments. Lexus will continue with
additional follow-up activities in the months to come. Please take this into consideration when
analyzing your manpower requirements.
1. Safety Recall Campaign(s) Involved in the Follow-Up
Safetv Recall
Description
Model
Model Year(s)
9 LG - Phase 1
Potential Floor Mat
Interference with
Accelerator Pedal
ES350
2007 Through
Certain 2010
9LG - Phase 3
Potential Floor Mat
Interference with
Accelerator Pedal
LX570
2008 Through
Certain 2011
2. Safety Recall Follow-Up Owner Notification Letter Mailing Date
The Safety Recall Follow-Up Owner Notification Letters ("owner letters") will begin in early October,
2012, approximately one week after the dealer notification. The owner letters will be mailed over a
period of several weeks consistent with parts availability by first class mail as required by Federal
regulation.
3 . Technical Instructions
Technical Instructions to conduct these campaigns can be found on TIS.
4. Number of Involved Vehicles Not Yet Remedied
Your Area Office will be provided with this information. These counts are based on the last
dealership to service an affected vehicle.
5. Parts Ordering
The applicable parts ordering information can be found in the Dealer Cover Letter and Technical
Instructions of the specific Safety Recall. As a practice, please utilize the following guidelines to
determine your parts order for this re-notification activity:
•
•
C heck current stock levels.
S ubsequent orders should be based on customer appointments.
•
R eplenishment orders of parts should be based on a "sell one, buy one" basis.
6 . Vehicles in Dealer Stock
Dealerships are requested to perform recall campaign procedures on any vehicles in your stock
prior to delivery. Always verify eligibility by consulting Dealer Daily/TI S prior to performing repairs.
7. Customer Handling and Dealership Follow-Up
Please consider this Safety Recall follow-up a great opportunity to focu s on assuring customers that
their safety remains Lexus' highest priority. Customers who receive the Safety Recall Follow-Up
Notices may contact your dealership with questions regarding the letter and/or Safety Recall
remedy. Please ensure that all customer contact personnel are aware of these Safety Recalls and
know how to accu rately answer customer's questions or how to direct the customer to someone that
can . Please welcome them to your dealership and answer any questions that they may have.
Please review this letter with your Service and Parts staff to familiari ze them with the proper
procedure for this re-notification activity.
Thank you for your understanding and cooperation .
Lexus Service and Parts Operations Department