Lexus Customer R

Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: October 23, 2019
To:
All Lexus Dealer Principals, General Managers, Service Managers, and Parts Managers
SAFETY RECALL / SPECIAL SERVICE CAMPAIGN RENOTIFICATION
Customer Renotification Code KR3
Safety Recall and Special Service Campaign completion is an important part of our commitment to meet customer expectations of Lexus
products. Lexus will be conducting follow-up notifications to remind owners whose vehicles have not yet had Safety Recall/Special Service
Campaign repairs completed in the campaign(s) listed below.
We request your assistance in completing the applicable campaign repairs as owners receive follow-up notifications and contact your
dealership. Please note the follow-up activity may cause an increase in owner appointments. Lexus plans to conduct these follow-up activities
in the months to come. Please take this into consideration when analyzing your manpower requirements.
Campaigns Covered in the Renotification
Approximate
UIO
Approximate
PR UIO
Campaign
Model and Model Year
GLB
(16V-065)
2004-2006 GX470
2003-2006 LX470
73,900
300
GLJ
(16V-487)
2011-2012 CT 200h
6,100
10
GLK
(16V-596)
2010 GS 250h
2,300
1
HLD
(17V-548)
2006 LX470
2008,2009,2011, 2013 LX570
10
N/A
HLE
(17V-619)
2010 HS 250h
4,200
5
JLA
(18V-085)
2016 RX350 and RX450h
5,900
40
2007-2011 GS 350 and 450H
2006-2013 IS 350
2010-2014 IS 350C
52,100
300
JLF
(18V-432)
Renotification
Schedule
Late October – MidMarch 2020
Late October 2019 –
Early November 2019
Follow-Up Owner Notification Letter Mailing Date
The Campaign Follow-Up Owner Notification(s) will begin in Late October 2019. Owner notifications will be sent over a period of several
weeks consistent with parts availability.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Dealer Inventory Procedures
Pre-Owned Vehicles in Dealer Inventory
To ensure customer satisfaction, Lexus requests that dealers complete Safety Recalls/Special Service Campaigns on any used vehicles
currently in dealer inventory prior to customer delivery. However, if the campaign cannot be completed (for example, due to remedy parts
availability), delivery of a covered vehicle is acceptable if disclosed to the customer that the vehicle is involved in a Safety Recall/Special Service
Campaign.
Lexus expects dealers to use the attached Customer Contact and Vehicle Disclosure Form to obtain vehicle buyer information. Dealers are
expected to provide a copy of the completed form, along with the most current FAQ for that campaign, to the vehicle buyer. Lexus and the
dealer may use this information to contact the customer when the remedy becomes available.
Keep the completed form on file at the dealership and send a copy to [email protected]. In the subject line of the email state,
“Disclosure Form GLK, HLD, HLE, JLA, JLF, GLJ and GLB” and include the VIN.
NOTE: Dealers can identify if any of their new and used inventory has any open campaigns in the Vehicle Inventory Summary available in
Dealer Daily (https://dealerdaily.lexus.com/). The Vehicle Inventory Summary may take up to 4 hours to populate information for newly
launched campaigns.
L/Certified Vehicles
L/Certified policy prohibits the certification of any vehicle with an outstanding Safety Recall, Special Service Campaign, or Limited Service
Campaign. Thus, no affected units are to be designated, sold, or delivered as L/Certified until all applicable Safety Recalls, Special Service
Campaigns, and Limited Service Campaigns have been completed on that vehicle.
LCCS Vehicles
Lexus requests that dealers remove all LCCS Service Loaner vehicles from service that are covered by a Safety Recall unless the defect has
been remedied.
Customer Handling, Parts Ordering, and Remedy Procedures
Technical Instructions
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls/Special Service Campaigns on the vehicle during
the time of appointment.
Parts Ordering
The applicable parts ordering information can be found in the Dealer Letter and Technical Instructions of the specific campaign. As a general
practice, please utilize the following guidelines to determine your parts order for this renotification activity:
• Check current stock levels.
• Subsequent orders should be based on customer appointments.
• Replenishment orders of parts should be based on a "sell one, buy one" basis.
Customer Handling and Dealership Follow-Up
Please consider this follow-up notice a great opportunity to focus on assuring customers that their safety remains a top priority at Lexus.
Customers who receive a Safety Recall/Special Service Campaign Follow-Up Notice may contact your dealership with questions regarding
the letter and/or remedy. Please ensure that all customer contact personnel are aware of this Safety Recall or Special Service Campaign and
know how to accurately answer a 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.
Lexus encourages dealerships to follow-up with their customers by telephone to encourage them to complete this Safety Recall/Special
Service Campaign. The following word track has been provided for this purpose. To assure a consistent and accurate description of the Safety
Recall/Special Service Campaign is communicated to the customer, dealership associates are requested to refer to the specific Safety Recall
or Special Service Campaign Q&A (available in TIS) to answer any specific customer questions.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
⚫⚫PROTECTED 関係者外秘
Hello [Mr./Ms.]
_ [Customer Name],
Our dealership
[Dealership Name] is following up with you regarding Safety Recall/ Special Service
Campaign
_ Safety Recall No./Special Service Campaign No. which involves
Safety Recall or Special Service Campaign Title. Our records indicate that your vehicle falls within the parameters
of this Safety Recall or Special Service Campaign. As a customer convenience, I would like to answer any questions that
you may have. [Answer any questions using the Safety Recall/Special Service Campaign Q&A for the applicablerecall]
May I schedule an appointment for your vehicle to complete this [Important Safety Recall/Special Service Campaign]?
What date and time will be convenient for you to bring your vehicle into our service department which is located at
[dealership address]. If you have any further questions or concerns, please contact me at [contact name and telephone
no.]
NOTE: Additional guidelines regarding dealership follow-up for non-completed recalls and other campaigns can be found in Warranty Policy
5.21.
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 Owner Renotification of Non-Completed Safety Recall/Special Service Campaign.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, USA, INC
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
CUSTOMER CONTACT & VEHICLE DISCLOSURE FORM
This form is not applicable for new vehicles in dealership inventory and L/Certified units.
This vehicle is involved in a Safety (Noncompliance) Recall. At this time, remedy parts are not available, and the remedy has NOT been
performed. I understand that the vehicle will need to be returned to an authorized Lexus dealer to have the remedy performed at NO
CHARGE when the remedy is available.
Customer Signature
Lexus recommends that you register with the Lexus Drivers Community at http://www.lexus.com/drivers/ and regularly check recall
applicability using www.lexus.com/recall or www.safercar.gov. You will need to input your 17-digit Vehicle Identification Number (VIN).
VIN
Campaign Code
Model
Model Year
Customer Information
Customer Name
Customer Email
Customer Address
Home Phone #
Mobile Phone #
Date
Please provide this information so that Lexus or your dealer can notify you when the remedy becomes available. This information will
only be used for campaign communications. If you’d like to update your preferred contact information in the future, visit
www.lexus.com/drivers or contact us at 1-800-255-3987.
Dealer Information
Dealer Name/Address
Dealer Code
Dealer Phone Number
Dealer Staff Name
Dealer Staff Signature
© 2019 Lexus, A Division of Toyota Motor Sales, USA – Version 3a