ZLB_WEP_Region L

May 21, 2014
To:
Lexus Area General Managers
From:
Don Fordiani, National Field and Dealer Operations Manager
Subject:
Warranty Enhancement Program – ZLB
(Phase 2 – Replacement for Excessive Moisture)
2004 – 2009 RX Vehicles: Warranty Enhancement for Excess Headlamp Moisture
As communicated on December 3, 2013, Lexus has launched a warranty enhancement program to extend
warranty coverage for headlamp housing assemblies on 2004 through 2009 model year RX vehicles.
Lexus has received reports indicating excess moisture can form on the interior of the headlamp housing, in
these vehicles. This cosmetic condition is addressed by replacing the affected headlamp housing.
Lexus originally informed you, your dealers, and our customers that this Warranty Enhancement Program
would be launched in two phases due to parts production capacity for these models. Initially, owners were
informed that they may seek reimbursement consideration for previous repairs for this condition.
Additionally, we advised once sufficient parts were available, Lexus would send a second owner notification
letter informing owners that replacement is available if excess moisture is currently present in the headlamp
assembly.
Lexus has completed preparations for Phase 2 and will begin notifying customers regarding Phase 2 of this
Warranty Enhancement.
The following important information is provided to advise you and your associates of Phase 2 and its
implementation at your dealers. It is important that dealer associates are familiar with the attached FAQ
covering details of this Warranty Enhancement Program, as well as Warranty Policy Bulletin POL14-01.
Dealer Notification and Owner Notification Letter Mailing Date
Lexus will notify its dealers with regard to Phase 2 of this warranty enhancement program via e-mail late on
May 22, 2014.
The Phase 2 owner notification letter will be sent in phases over several months beginning in late May, 2014.
A sample copy of the owner Phase 2 letter is enclosed for your reference.
The Phase 2 owner notification letter will advise customers that they may seek replacements for inoperative
or cosmetic concerns due to excessive moisture. Additionally, the letter will inform customers that they are to
contact an authorized Lexus dealer for diagnosis* and repair.
*Headlamp assemblies can become inoperative for many reasons. If the dealership determines the
headlamp assembly has become inoperative due to excessive moisture, the repair will be performed at no
charge.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary warranty extension to the affected
vehicles’ “New Vehicle Limited Warranty” as it applies to Headlamp Housing. The specific condition covered
by this program is excess moisture in the headlamp assembly.
•
•
The Primary Coverage offers warranty enhancement until October 31, 2015, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 9 years from the date of first
use, regardless of mileage.
Please note that this coverage is for warranty work performed at an authorized Lexus dealer only.
This offer is subject to the same terms and conditions set forth in the New Vehicle Limited Warranty Section
of the Owner’s Warranty Information booklet, with the exception of the warranty enhancement coverage for
this specific condition. For example, damage from abuse, an accident, theft and/or vandalism is not covered
by the New Vehicle Limited Warranty or this warranty enhancement.
Please refer to Warranty Policy Bulletin POL14-01 for specific warranty guidelines.
Number and Identification of Covered Vehicles
There are approximately 604,000 vehicles nationally that are covered by this Warranty Enhancement
Program.
Model
WMI
MY
2004
2T2
2005
2006
RX330
2004
JTJ
2005
2006
2007
RX350
2T2
2008
2009
VDS
GA31U
HA31U
GA31U
HA31U
GA31U
HA31U
GA31U
HA31U
GA31U
HA31U
GA31U
HA31U
GK31U
HK31U
GK31U
HK31U
GK31U
HK31U
START
C001001
C001002
C018659
C039056
C042219
C086510
0001002
0001007
0044429
0074282
0059263
0098335
C001006
C001008
C026736
C045940
C056369
C095540
FINISH
C019006
C039897
C042888
C087493
C053399
C109798
0044873
0074277
0059262
0098527
0065897
0106215
C026808
C047097
C056935
C096527
C082087
C135374
Model
WMI
MY
2007
RX350
JTJ
2008
2009
2005
2006
RX400h
JTJ
2007
2008
VDS
GK31U
HK31U
GK31U
GK31U
HK31U
GK31U
GK31U
HK31U
HW31U
GW31U
GW31U
HW31U
HW31U
GW31U
HW31U
GW31U
HW31U
START
0001007
2000449
0005795
9850000
2019599
0015563
9852148
2051144
0001014
0001007
2000101
0001035
2000103
2000975
2007400
2005871
2027573
FINISH
0010317
2027626
0015562
9852147
2854875
0016702
9853261
2859500
0001025
0004971
2000974
0049416
2007397
2005870
2039945
2851829
2867597
Please note that not all vehicles in the VIN range are covered by this warranty enhancement. If your
dealership is contacted by an owner who has not yet received the notification, please verify coverage by
confirming through TIS .
Parts Ordering Information
Effective with the launch of Phase 2, the ZLB parts release/reservation website will be retired and dealers will
no longer be required to submit advanced requests for parts.
Orders should be placed through each dealership’s facing PDC. Refer to Warranty Policy Bulletin
POL14-01 for a list of the parts covered by this Warranty Enhancement Program.
The headlight housing and light control computers (ECU/Ballast) for this Warranty Enhancement Program
have been placed on Dealer Ordering Solutions (DOS) and will be released based on dealer ordering
criteria. Each dealership will receive specific dealer ordering criteria in an e-mail from their facing PDC
manager. Therefore, it is vital that each dealership’s parts and service departments coordinate appointments
for the replacement. A sample Parts Allocation Report is on the following page for your reference.
2
Claim Procedures
Please refer to Warranty Policy Bulletin POL14-10 for claim procedures.
Note: Lexus will not provide an operation code for inspection only.
Customer Reimbursement Procedures
If a customer has previously paid for repairs to address the condition described, the customer should be
directed to visit the following website for reimbursement consideration:
www.LexusReimbursement.com
Additionally, customers can also mail a copy of the repair order, proof-of-payment, and proof-of-ownership
to the following address for reimbursement consideration:
Lexus Customer Experience Center
19001 South Western Avenue, L201
Torrance, CA 90509
Please review this entire package with your associates to familiarize them with the proper procedures to
implement Phase 2 of this Warranty Enhancement Program.
Thank you for your continued support and cooperation.
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
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