ZLI_Dealer Lette

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
November 1, 2017
TOPIC
The coverage parameter details have been updated to clarify coverage for vehicles that have
exhibited the condition in the past.
The most recent update in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this subject.
Thank you for your cooperation.
© 2017 Lexus, A Division of Toyota Motor North America
October 31, 2017
To:
All Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Customer Support Program ZLI
Certain 2011 – 2013 Model Year CT 200h and 2010 – 2012 HS 250h Vehicles
Coverage for Halogen Low Beam Headlamp Bulbs
In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to
provide coverage for Halogen Low Beam Headlamp Bulbs on certain 2011 – 2013 CT 200h and 2010 – 2012 HS
250h vehicles.
Background
Lexus has received a number of reports regarding the halogen head lamps on certain 2011 – 2013 CT 200h and 2010 –
2012 HS 250h vehicles. In these reports, customers have indicated that their vehicle’s halogen low beam headlamp bulb
lifetime is shorter than expected.
Although the Halogen Low Beam Headlamp Bulbs are covered by Lexus’ New Vehicle Limited Warranty for 4 years or
50,000 miles (whichever occurs first), we at Lexus care about the customers’ ownership experience. Lexus is providing
coverage related to the halogen head lamp bulbs due to these circumstances.
The following information is provided to inform you and your staff of the program notification schedule and your degree of
involvement.
Customer Support Program Details
This Customer Support Program provides coverage as it applies the halogen headlamp bulbs. The specific condition
covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than expected. If the condition is
verified, the dealer will install voltage adjustment wire harnesses and replace both halogen low beam headlamp bulbs
under the terms of this Customer Support Program.
NOTE:
• Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has exhibited the
condition.
• Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had a
headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating
that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation
details.
• This coverage will be offered until October 31, 2019, regardless of mileage.
This coverage is for work performed at an authorized Lexus dealer only. It is subject to the same terms and conditions set
forth in the New Vehicle Limited Warranty Section of the Owner’s Manual Supplement/Warranty & Services Guide
Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not covered.
Owner Letter Mailing Date
Lexus will begin to notify owners in early November 2017 and will be mailed over several months. A sample of the owner
notification letter has been included for your reference.
Remedy Procedures
Technical instructions for this Customer Support program can be found in L-SB-0168-17 (CT 200h) and L-SB-0171-17
(HS 250h).
NOTE: Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had
a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation indicating that
the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for documentation details.
Parts Ordering Process
Due to potentially limited availability, the parts may have been placed on either Manual Allocation Control (MAC) or
Dealer Ordering Solutions (DOS). As the parts inventory changes, the ordering process may change. Please check the
Lexus Special Activities MAC/DOS report on Dealer Daily or the Lexus Customer Services website for the most up-todate parts ordering information.
As this is a customer support program, most customers will only request reimbursement from TMNA for past
replacements; dealers should not increase their stock of related repair parts. Dealers are requested to only order parts for
vehicles experiencing this condition or for customers who have had a headlamp bulb replaced previously. DO NOT
ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct
appropriate diagnosis and order the applicable parts.
Refer to Warranty Policy Bulletin POL17-02 for additional parts ordering information.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this repair
are required to successfully complete the most current version of the E-Learning course “LSC17A - Safety Recall and
Service Campaign Essentials”. To ensure that all vehicles have the repair performed correctly; technicians performing this
repair are required to currently hold at least one of the following certification levels:
•
Certified Technician with L623
•
Senior Technician
•
Master Technician
•
Certified Diagnostic Specialist with L623
•
Senior Diagnostic Specialist
•
Master Diagnostic Specialist
Always check which technicians can perform the repair by logging on to https://www.uotdealerreports.com. It is the
dealership’s responsibility to select technicians with the above certification level or greater to perform this repair. Carefully
review your resources, the technician skill level, and ability before assigning technicians to this repair. It is important to
consider technician days off and vacation schedules to ensure there are properly trained technicians available to perform
this repair at all times.
Warranty Reimbursement Procedure
Refer to the Warranty Policy Bulletin (Bulletin No. POL17-02) for warranty claim processing instructions. All parts
replaced for this repair are subject to warranty part recovery.
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information is
used by Lexus for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been identified
that a claim has been filed using an incorrect opcode or a claim has been filed for an incorrect VIN, refer to Warranty
Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner letter, and are also included in this document for
your reference.
NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer
reimbursement AND are also eligible for the repair.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message. In this regard, all media contacts
must be directed to Victor Vanov (469) 292-1318 in Toyota Corporate Communications. Please do not provide this
number to customers. Please provide this contact only to media.
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the
Customer Support Program. Please welcome them to your dealership and answer any questions that they may have. A
Q&A is provided to assure a consistent message is communicated.
Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1800-255-3987) - Monday through Friday, 7:00 am to 8:00 pm, Saturday 8:00 am to 6:00 pm Central Time.
Thank you for your cooperation.
Lexus, a Division of Toyota Motor North America
Attachments
Cc:
Assistant Area General Managers
Customer Satisfaction Managers
Customer Services Field Managers
Customer Services Operations Managers
District Service and Parts Managers
Field Technical Specialists
Field Product Engineers
Pre-Owned Managers
Vehicle Field Sales Managers
Customer Support Program ZLI
Certain 2011 – 2013 Model Year CT 200h and 2010 – 2012 HS 250h Vehicles
Coverage for Halogen Low Beam Headlamp Bulbs
Frequently Asked Questions
Published October 31, 2017
◄ IMPORTANT UPDATE ►
DATE
November 1, 2017
TOPIC
The coverage parameter details have been updated to clarify coverage for vehicles that have
exhibited the condition in the past.
The most recent update will be highlighted with a red box.
Q1:
What is the condition?
Q2:
What is Lexus going to do?
A1:
A2:
Lexus has received a number of reports regarding the halogen head lamps on certain 2011 – 2013 model year
CT 200h and 2010 – 2012 model year HS 250h vehicles. In these reports, customers have indicated that their
vehicle’s halogen low beam headlamp bulb lifetime is shorter than expected.
Although the Halogen Low Beam Headlamp Bulbs are covered by Lexus’ New Vehicle Limited Warranty for 4 years
or 50,000 miles (whichever occurs first), we at Lexus care about the customers’ ownership experience. Lexus is
providing coverage related to the halogen head lamp bulbs due to these circumstances.
Lexus will send (in phases consistent with parts availability and repair capacity) an owner notification by first class mail
starting in November, 2017, advising owners of this Customer Support Program.
If the owner experiences the condition described above, he/she should contact a local authorized Lexus dealership for
diagnosis. If the condition is verified, the dealer will install voltage adjustment wire harnesses and replace the halogen
low beam headlamp bulbs with new ones at NO CHARGE to the customer.
NOTE:
• Right and left side bulbs and harnesses will be installed even if only one side is exhibiting the condition.
• Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had
a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation
indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for
documentation details.
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 71,000 vehicles covered by this Customer Support Program. Approximately 160 vehicles
involved in this Customer Support Program were distributed to Puerto Rico.
Model Name
Model Year
Production Period
CT 200h
2011 - 2013
End-August, 2010 – Mid-December, 2013
Page 1 of 3
© 2017 Lexus, A Division of Toyota Motor North America
HS 250h
Q3a:
A3a:
Q4:
A4:
2010 – 2012
End-January, 2009 - Early-January, 2012
Are there any other Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
Yes, the Toyota Prius (MY2010-2011) vehicle is covered by this Customer Support Program.
What are the details of this coverage?
This Customer Support Program provides coverage as it applies to the halogen low beam headlamp bulbs. The specific
condition covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than expected. If the
condition is verified, the dealer will install voltage adjustment wire harnesses and replace the halogen low beam
headlamp bulbs under the terms of this Customer Support Program.
NOTE:
• Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has exhibited the
condition.
• Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past and has had
a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can provide documentation
indicating that the bulb(s) has been replaced previously. Refer to the customer reimbursement checklist for
documentation details.
•
The coverage offers warranty enhancement until October 31, 2019 regardless of mileage.
This coverage is for work performed at an authorized Lexus dealer only. It is subject to the same terms and conditions
set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example,
damage from abuse, an accident, theft and/or vandalism is not covered.
Q5:
Which part(s) are covered by this Customer Support Program?
A5:
The specific component(s) covered by this program are as follows:
• Halogen Low Beam Headlamp Bulbs
• Halogen Low Beam Headlamp Bulb Wire Harnesses
Q6:
What should an owner do if experiencing this condition?
Q7:
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
Q8:
How long will the repair take?
Q9:
What if I previously paid for repairs related to Customer Support Program?
A6:
A7:
A8:
A9:
If an owner thinks that he/she has experienced the condition described in this Customer Support Program, a local
Lexus dealer should be contacted for appropriate diagnosis and repair. If the condition is verified as being in
accordance with the terms of the program, the repair will be performed at NO CHARGE.
This Customer Support Program only applies to vehicles that now exhibited the condition described above or have
previously had a low beam headlamp bulb replaced. If an owner has not experienced the condition, he/she is asked to
apply the notification label to the Owners Warranty Information Booklet for future reference.
The repair takes approximately 3 hours. However, depending upon the dealer’s work schedule, it may be necessary to
make the vehicle available for a longer period of time.
Reimbursement consideration instructions will be provided in the owner letter.
NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer
reimbursement AND are also eligible for the repair.
Page 2 of 3
© 2017 Lexus, A Division of Toyota Motor North America
Q10:
How does Lexus obtain my mailing information?
Q11:
What if I have additional questions or concerns?
PL
E
If you have additional questions or concerns, please contact the Lexus Guest Experience Center
(1-800-255-3987) - Monday through Friday, 7:00 am to 8:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
SA
A11:
Lexus uses an industry provider who works with each state’s Department of Motor Vehicles (DMV) to receive
registration or title information, based upon the DMV records. Please make sure your registration or title information is
correct.
M
A10:
Page 3 of 3
© 2017 Lexus, A Division of Toyota Motor North America
Lexus, a Division of Toyota Motor North America
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER SUPPORT PROGRAM NOTIFICATION – ZLI
[VIN]
E
Dear Lexus Owner:
At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continual efforts to ensure customer satisfaction,
Lexus would like to advise you of a Customer Support Program that has been initiated for your vehicle.
Customer Support Program Details
PL
Lexus has received a number of reports regarding the halogen headlamps on certain 2011 – 2013 model year CT 200h and certain 2010 – 2012
model year HS 250h vehicles. In these reports, customers have indicated that halogen low beam headlamp bulb lifetime is shorter than expected.
While the majority of vehicles will not experience this condition, we are offering the following Customer Support Program:
This Customer Support Program provides coverage as it applies the halogen headlamp bulbs. The specific
condition covered by this program is that the halogen low beam headlamp bulb lifetime is shorter than
expected. If the condition is verified, the dealer will install voltage adjustment wire harnesses and replace both
halogen low beam headlamp bulbs under the terms of this Customer Support Program.
•
M
NOTE:
• Right and left side bulbs and harnesses will be installed even if only one side is exhibiting or has
exhibited the condition.
• Even if the vehicle does not currently exhibit the condition, but has exhibited the condition in the past
and has had a headlamp bulb replaced, the vehicle may be eligible for repair if the customer can
provide documentation indicating that the bulb(s) has been replaced previously. Refer to the
customer reimbursement checklist for documentation details.
Peel and Stick Label
onto the Owner’s
Warranty Information
Booklet
The coverage offers warranty enhancement until October 31, 2019 regardless of mileage.
Please note that this coverage is for warranty work performed at an authorized Lexus dealer only.
SA
This coverage is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Manual
Supplement/Warranty & Services Guide Information booklet. For example, damage from abuse, an accident, theft and/or vandalism is not
covered.
*Please see your Lexus dealer for additional details
VIN#
What should you do?
Please apply the label above to your Owner’s Manual Supplement/Warranty & Services Guide for future reference. If you have not experienced
the condition described above, there is no action necessary at this time.
If you have experienced this condition, please contact any authorized Lexus dealer and make arrangements for diagnosis and, if applicable, repair.
If you would like to update your vehicle ownership or contact information, please go to http://drivers.lexus.com/lexusdrivers. You will need your
full 17-digit Vehicle Identification Number (VIN) to input the new information.
Customers with additional questions or concerns are asked to please contact the Lexus Guest Experience Center (1-800-255-3987) Monday through Friday, 7:00 am to 8:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
If you have previously paid for repairs related to this condition, please mail a copy of your repair order, proof-of-payment, and ownership
information to the following address for reimbursement consideration:
Lexus Customer Assistance Center
Lexus, a Division of Toyota Motor North America
P O Box 259001 – SSC/CSP Reimbursements
Plano, Texas 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
NOTE: Customers that are eligible for customer reimbursement are also eligible for the repair, even if the vehicle is not
currently exhibiting the condition.
Thank you for driving a Lexus.
Sincerely,
SA
M
PL
LEXUS, A DIVISION OF TOYOTA MOTOR NORTH AMERICA
E
We have sent this notice in the interest of your continued satisfaction with our products, and we sincerely regret any inconvenience this condition
may have caused you.
Lexus, A Division of Toyota Motor North America
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
ZLI
E
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q1:
A1:
Is this a recall?
Q2:
A2:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
Q3:
A3:
What if I previously paid for repairs related to Customer Support Program?
PL
No. This is not a recall. At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our
continual efforts to help ensure customer satisfaction, Lexus is advising you of this Customer Support Program.
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the conditions described in
this letter or if you have had a low beam headlamp bulb replaced in the past. If you have not experienced this condition,
please apply the sticker to your Owner’s Manual Supplement/Warranty & Services Guide booklet for future reference.
Reimbursement consideration instructions will be provided in the owner letter.
NOTE: Customers who have had a low beam headlamp bulb replaced in the past are eligible for customer
reimbursement AND are also eligible for the repair.
Is the Customer Support Program coverage transferable if I sell my vehicle?
Q5:
A5:
What should I do if my vehicle has the condition described?
M
Q4:
A4:
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition
and terms specified in the notification letter.
SA
If you experience this condition, please contact any authorized Toyota dealer and make arrangements for diagnosis
and, if applicable, repair.
Q6:
A6:
How long will the repair take?
Q7:
A7:
Which part(s) are covered by this Customer Support Program?
Q8:
A8:
What if I have additional questions or concerns?
The repair will take approximately three hours. However, depending upon the dealer’s work schedule, it may be
necessary to make the vehicle available for a longer period of time.
The specific component(s) covered by this program are as follows:
• Halogen Low Beam Headlamp Bulbs
• Halogen Low Beam Headlamp Bulb Wire Harnesses
If you have additional questions or concerns, please contact the Lexus Guest Experience Center at 1-800-255-3987,
Monday through Friday, 7:00 am to 8:00 pm, Saturday 8:00 am to 5:00 pm Central Time.