ZLD_Warranty Enh

10-26-16: Technician requirements and parts
order processes have been updated.
September 11, 2015
Subject:
Warranty Enhancement Program – ZLD
Phase 2, 3 & 4 – Part Replacement Available for all Models
2007 - 2008 Model Year ES 350
2003 - 2008 Model Year GX 470
2006 - 2008 Model Year IS 250/350
2007 Model Year LS 460
2004 - 2006 Model Year RX 330
2007 - 2009 Model Year RX 350
2005 – 2008 Model Year RX 400h
Extension of Warranty Coverage for Cracked and/or Sticky/Melting Dashboards
(Instrument Panels) as a Result of Heat or Humidity
Dear Dealer Principal:
In our continuing efforts to ensure the best in customer satisfaction, Lexus announced a Warranty
Enhancement Program (the “Program”). This Program extends the warranty coverage for repairs related to
cracked and/or sticky/melting Dashboards (Instrument Panels) as a result of heat or humidity on 20072008 model year ES 350, 2003-2008 model year GX 470, 2006-2008 model year IS 250/350,
2007 model year LS 460, 2004-2006 model year RX 330, 2007-2009 model year RX 350, and
2005-2008 model year RX 400h vehicles.
NOTE: The same Warranty Enhancement Program coverage described herein is also applicable to 2006
- 2008 Model Year IS 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or
sticky/melting front and rear interior door panels as a result of heat or humidity.
In mid-December, 2014, Lexus announced the reimbursement phase of this Program. Since prior to that
announcement, Lexus has been diligently making parts preparations for the parts replacement phase of this
Program. Due to the age, volume, and breadth of the covered vehicles subject to the Program and the size
and complexity of dashboard manufacturing, Lexus will be launching the part replacement portion of this
Program in several phases; please refer to the table below for part replacement model phasing.
Phase
Model
Description
1
2
3
4
All
ES 350
RX 330/350/450h and GX 470
IS 250/350 and LS 460
Reimbursement
Part Replacement
Current Mailing
Schedule
Mid-December, 2014
Late May, 2015
Late July, 2015
September , 2015
Although Lexus is increasing production levels, it is difficult to predict customer demand and where parts
need to be shipped to support customer demand. It is important that dealerships explain to customers that
there still may be a period of time the customer will need to wait before part replacement can be performed.
Please be sure to take this into consideration when performing customer scheduling.
The following important information is provided to advise you and your associates of the program notification
schedule and the degree of your involvement. Additionally, an FAQ covering details of this Warranty
Enhancement Program is enclosed for your reference.
Owner Notification Letter Mailing Date
The first owner notification letter was sent in mid-December, 2014 advising owners that they could seek
reimbursement consideration for previous repair costs for cracked and/or sticky/melting dashboards, and if
applicable front and rear interior door panels, as a result of hear or humidity. A sample copy of the owner
notification letter is enclosed for your reference.
Lexus will now begin notifying owners regarding the part replacement phase of this Program in accordance
with the table below. This mailing schedule is based upon the part build rate and anticipated quantities
required for each model. A sample copy of the owner notification letter is enclosed for your reference.
Phase
Model
2
ES 350
RX
GX
IS
LS
3
4
Tentative Owner Letter Start
Timing
Late May, 2015
Planned Duration of Owner Letter Mailing
2 Month Mailing
6 Month Mailing
4 Month Mailing
3 Month Mailing
1 Month Mailing
Late July, 2015
September, 2015
Please Note: Dashboards and front and rear interior door panels can become cracked and/or sticky/melted
over time for a number of different reasons and under a number of different circumstances. If the Dashboard
and/or front or rear interior door panel has become cracked and/or sticky/melted as a result of heat or
humidity, the repair will be performed at no charge as soon as parts become available.
Warranty Enhancement Program Details
This Warranty Enhancement Program provides a Primary and Secondary coverage for your vehicle’s “New
Vehicle Limited Warranty” as it applies to the Dashboard. The specific condition covered by this program is
any cracked and/or sticky/melted Dashboard as a result of heat or humidity for any covered vehicle. If the
condition is verified, the repair will be performed in accordance with the applicable TSB under the terms of
this Warranty Enhancement Program.
NOTE: The same Warranty Enhancement Program coverage described herein is also applicable to
2006 - 2008 Model Year IS 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or
sticky/melting front and rear interior door panels as a result of heat or humidity.
2

The Primary Coverage offers warranty enhancement until May 31, 2017, regardless of mileage or date of
first use of the vehicle.

Secondary Coverage supplements the Primary Coverage for some owners by offering the warranty
enhancement described herein for 10 years from the date of first use of the vehicle, regardless of
mileage. For instance, if you own a 2009 RX 350 that was first used on January 1, 2010, you are
entitled to the warranty enhancement through January 1, 2020.
Please note that this coverage is for warranty repair performed at an authorized Lexus dealer only. A
maximum of one dashboard replacement can be performed, if eligible, under this Warranty Enhancement
Program. Likewise, a maximum of one replacement for each front and rear interior door panel for 20062008 Model Year IS 250/350 and 2007 Model Year LS 460 vehicles can be performed, if eligible,
under this Warranty Enhancement Program.
This Warranty Enhancement Program is subject to the same terms, conditions, and limitations 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, accident,
theft, and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty enhancement.
To the extent your New Vehicle Limited Warranty has expired, it is being extended only as to the specific
condition and parts identified above, subject to the terms, conditions, and limitations in that Warranty.
Number of Vehicles Covered
There are approximately 1.1 million vehicles covered by this Warranty Enhancement Program. Please verify
coverage by confirming through TIS.
Please refer to Warranty Policy Bulletin (Bulletin No. POL14-03) for identification of vehicles covered by this
Warranty Enhancement.
Warranty Claim Processing Instructions
Please refer to Warranty Policy Bulletin (Bulletin No. POL14-03) for warranty claim processing instructions.
All parts replaced are subject to warranty parts recovery.
Technical Instructions (Repair Procedures)
Technical instructions can be found in the applicable Technical Service Bulletin (TSB), please refer to the
table below for additional TSB information.
Model
ES 350
RX 330/350/400h
GX 470
IS 250/350
LS 460
TSB Number
L-SB-0011-15
L-SB-0041-15
3
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Lexus. All dealership technicians performing
this repair are required to successfully complete the most current version of the E-Learning course “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 Tech with L623 (with 18 months experience)
Senior Service Tech
Senior Diagnostic Specialist
Master Service Tech
Master Diagnostic Specialist
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.
Parts Ordering for the Covered Condition
If a customer experiences the condition described, dealers should conduct appropriate diagnosis and order
the applicable parts.
Refer to Warranty Policy Bulletin POL14-03 for detailed parts ordering information.
Dealers are requested to only order parts for vehicles experiencing this condition. DO NOT ORDER FOR
STOCK.
Due to the logistics challenges associated with these dashboard assemblies, please be advised of the
following parts order processes specific to this program:
For dealers facing out of the Atlanta, Orlando, or Dallas PDCs:
 Use “N” (holiday) order type for all orders.
 Parts orders will be received into the system on Monday and dropped for processing on Tuesdays.
For Southern Area dealers facing out of the above PDCs, a dedicated attended delivery route will
deliver parts to dealers once a week, Tuesday through Saturday, between 7:00 AM and 5:00 PM.
 For non-Southern Area dealers facing out of the Dallas PDC, orders will be received into the system
on the day they are ordered and shipped with their normal stock order. Dedicated dash deliveries
separate from your daily order may be scheduled in the future.
 Lexus will be unable to accept any requests for additional parts or parts deliveries, NO
EXCEPTIONS.
For dealers facing out of the Los Angeles, San Francisco, Chicago, Boston or New York PDCs:
 Use “L” (Lexus Priority) order type for all orders.
4

Lexus will be unable to accept any requests for additional parts or parts deliveries, NO
EXCEPTIONS.
Customer Reimbursement Procedures
Please refer to the attached owner letter for reimbursement consideration instructions.
Please review this entire package with your associates to familiarize them with the proper procedures to
implement this Warranty Enhancement Program.
Thank you for your continued support and cooperation.
Lexus, a Division of Toyota Motor Sales, USA, Inc.
Attachments
Cc:
Customer Satisfaction Manager
General Manager
Parts Manager
Pre-owned Manager
Service Manager
Warranty Administrator
5
Warranty Enhancement Program – ZLD
Phase 2, 3 & 4- Part Replacement for all Models
2007 - 2008 Model Year ES 350
2003 - 2008 Model Year GX 470
2006 - 2008 Model Year IS 250/350
2007 Model Year LS 460
2004 - 2006 Model Year RX 330
2007 - 2009 Model Year RX 350
2005 – 2008 Model Year RX 400h
Cracked and/or Sticky/Melting Dashboards (Instrument Panels) as a Result of Heat or Humidity
BACKGROUND
In our continuing efforts to ensure the best in customer satisfaction, Lexus announced a Warranty Enhancement Program (the
“Program”). This Program extends the warranty coverage for repairs related to cracked and/or sticky/melting Dashboards (Instrument
Panels) as a result of heat or humidity on 2007-2008 model year ES 350, 2003-2008 model year GX 470, 2006-2008 model
year IS 250/350, 2007 model year LS 460, 2004-2006 model year RX 330, 2007-2009 model year RX 350, and 2005-2008
model year RX 400h vehicles.
NOTE: The same Warranty Enhancement Program coverage described herein is also applicable to 2006 - 2008 Model Year
IS 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or sticky/melting front and rear interior door panels as a result of
heat or humidity.
Q1:
A1:
What is the condition?
Lexus has received reports indicating that under certain circumstances, a combination of high humidity and high temperatures
may cause the surface of the Dashboard on the vehicles identified above to become cracked and/or sticky/melted over time.
Often times, those vehicles are out of warranty. This cosmetic condition is corrected by replacing the affected Dashboard.
Although the Dashboard is covered by the Lexus’ New Vehicle Limited Warranty for 4 years or 50,000 miles (whichever
occurs first), we at Lexus care about our customers’ overall ownership experience. To ensure our customers’ satisfaction, we
have offered an extension of the warranty coverage for this particular condition, even for vehicles that are out of warranty.
Please Note: Dashboards can become cracked and/or sticky/melted over time for a number of different reasons and under a
number of different circumstances. If the Dashboard has become cracked and/or sticky/melted as a result of heat or humidity,
the repair will be performed at no charge as soon as parts become available.
Q2:
A2:
What is Lexus going to do?
In mid-December, 2014, Lexus announced the reimbursement phase of this Program. Since prior to the announcement of the
Program, Lexus has been diligently making parts preparations for the parts replacement phase of this Program. Due to the
number, age, and breadth of the covered vehicles subject to the Program and the size and complexity of dashboard
manufacturing, Lexus will be launching the part replacement portion of this program in several phases; please refer to the table
below for part replacement model phasing.
Phase
1
2
3
4
Model
All
ES 350
RX 330/350/450h and GX 470
IS 250/350 and LS 460
Description
Reimbursement
Part Replacement
Tentative Mailing Schedule
Mid-December, 2014
Late May, 2015
Late July, 2015
September, 2015
Although Lexus is increasing production levels, it is difficult to predict customer demand and where parts need to be shipped to
support customer demand. Please be sure to take this into consideration when scheduling customers. It is important that
dealerships explain to customers that there still may be a period of time the customer will need to wait before part replacement
can be performed.
Q2a:
A2a:
How will the owner notification for parts replacement phases be conducted?
Lexus will begin notifying owners regarding the part replacement phase of this Program in accordance with the table
below. This mailing schedule is based upon the part build rate and anticipated quantities required for each model.
Phase
Model
2
ES 350
RX
GX
IS
LS
3
4
Q3:
A3:
Late July, 2015
September, 2015
2 Month Mailing
6 Month Mailing
4 Month Mailing
3 Month Mailing
1 Month Mailing
Which vehicles are covered by this Warranty Enhancement Program?
Q3a:
A3a:
A4:
Planned Duration of Owner Letter Mailing
There are approximately 1.1 million vehicles covered by this Warranty Enhancement.
Model
ES 350
GX 470
IS 250/350
LS 460
RX 330
RX 350
RX 400h
Q4:
Tentative Owner Letter Start
Timing
Late May, 2015
Model Year
2007-2008
2003-2008
2006-2008
2007
2004-2006
2007-2009
2005-2008
Production Period
Early March 2006 – Late March 2008
Late October 2002 – Late December 2007
Late August 2005 – Late March 2008
Early September 2006 – Late February 2007
Mid-February 2003 – Mid-February 2006
Mid-January 2006 – Mid-January 2009
Late July 2004 – Late March 2008
Appx. UIO
175,800
156,200
146,000
19,000
285,800
233,100
66,300
Are there any other Toyota, Lexus or Scion vehicles covered by this Warranty Enhancement Program?
Yes. Certain 2003-2005 model year 4Runner, 2005-2010 model year Avalon, 2007-2011 model year
Camry/Camry HV, 2004-2010 model year Sienna and 2004-2008 model year Solara vehicles are also covered
by this Warranty Enhancement Program.
What are the coverage details of this Warranty Enhancement Program?
This Program provides a Primary and Secondary coverage for your vehicle’s “New Vehicle Limited Warranty” as it applies to
the Dashboard. The specific condition covered by this Program is any cracked and/or sticky/melting Dashboard as a result of
heat or humidity for any covered vehicle. If the condition is verified, the repair will be performed in accordance with the
applicable TSB under the terms of this Warranty Enhancement Program.
NOTE: The same Warranty Enhancement Program coverage described herein is also applicable to 2006 - 2008 Model
Year IS 250/350 and 2007 Model Year LS 460 vehicles for cracked and/or sticky/melting front and rear interior door
panels as a result of heat or humidity..

The Primary Coverage offers warranty enhancement until May 31, 2017, regardless of mileage or date of first use of the
vehicle.

Secondary Coverage supplements the Primary Coverage for some owners by offering the warranty enhancement
described herein for 10 years from the date of first use of the vehicle, regardless of mileage. For instance, if you own a
2009 RX 350 that was first used on January 1, 2010, you are entitled to the warranty enhancement through January 1,
2020.
Please note that this coverage is for warranty repair performed at an authorized Lexus dealer only. A maximum of one
dashboard replacement can be performed, if eligible, under this Warranty Enhancement Program.
This Warranty Enhancement Program is subject to the same terms, conditions, and limitations 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 form abuse, accident, theft,
and/or vandalism is not covered by the New Vehicle Limited Warranty or this warranty enhancement. To the extent your New Vehicle Limited Warranty has expired, it
is being extended only as to the specific condition and parts identified above, subject to the terms, conditions, and limitations in that Warranty.
Q5:
A5:
What should I do if my vehicle has a cracked and/or sticky/melting dashboard?
If your vehicle has the condition described above, please contact your local authorized Lexus dealership. Once the condition is
verified, the repair will be performed in accordance with the applicable Technical Service Bulletin under the terms of this
Warranty Enhancement Program. Although Lexus has been diligently preparing replacement parts, you may need to wait
additional time before a replacement part can be obtained and installed in your vehicle, given the size and complexity of
dashboard manufacturing, the age, volume, and breadth of the vehicles subject to the Program, and the difficulty in predicting
customer demand. We apologize for any inconvenience this may cause and thank you for your patience.
Q6:
What if an owner has NOT experienced this condition but would like to have the parts replaced?
A6:
This Warranty Enhancement Program only applies to vehicles that have exhibited the condition described above. If an owner
has not experienced the condition, he/she is asked to apply the warranty enhancement notification sticker to the Owner’s
Warranty Information Booklet for future reference.
Q7:
How long will the warranty work take?
A7:
Q8:
A8:
Q9:
A9:
If the condition is present on your vehicle, the warranty work will take approximately 4 hours. However, depending upon the
dealer’s work schedule, it may be necessary to make the vehicle available for a longer period of time. Additionally, due to the size
of the dashboard the dealer will receive a special delivery schedule for dashboard assemblies. Please work with your local Lexus
dealer to schedule the best time to have the replacement part installed in your vehicle.
What if I have previously paid for repairs to my vehicle for this condition?
If you have previously paid for repairs to address this specific condition, please refer to the owner letter for reimbursement
consideration instructions.
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Lexus Customer Assistance Center at 1-800-255-3987
Monday through Friday, 5:00 am to 6:00 pm, or Saturday 7:00 am through 4:00 pm Pacific Time.