KLG - Dealer Pac

◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
10/02/2019
TOPIC
KLG: Vehicle applicability for remedy in relation to Safety Connect Subscription.
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.
© 2019 Toyota Motor Sales, USA
Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: September 12, 2019
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers and Warranty Administrators
LIMITED SERVICE CAMPAIGN KLG (Remedy Notice)
Multiple Models and Model Years
Safety Connect System – Vehicle Location Inaccurate
Model / Years
2011 – 2017 Model Year CT 200h
2013 – 2017 Model Year ES 300h
2010 – 2017 Model Year ES 350
2016 – 2017 Model Year GS F
2016 – 2017 Model Year GS 200T
2011 – 2017 Model Year GS 350
2013 – 2017 Model Year GS 450h
2013 – 2018 Model Year GX 460
2013 – 2014 Model Year IS F
2016 – 2017 Model Year IS 200T
2010 – 2015 Model Year IS 250
2011 – 2015 Model Year IS 250C
2016 – 2017 Model Year IS 300
2013 – 2017 Model Year IS 350
2013 – 2015 Model Year IS 350C
2011 – 2017 Model Year LS 460
2013 – 2016 Model Year LS 600h
2013 – 2017 Model Year LX 570
2015 – 2017 Model Year NX 200T
2015 – 2017 Model Year NX 300h
2015 - 2017 Model Year RC F
2016 – 2017 Model Year RC 200T
2016 – 2017 Model Year RC 300
2015 – 2017 Model Year RC 350
2010 – 2017 Model Year RX 350
2010 – 2017 Model Year RX 450h
Production Period
Mid-February 2011 – Late March 2017
Late June 2012 – Late August 2017
Late October 2009 – Early September 2017
Late October 2015 – Late July 2017
Late October 2015 – Early September 2017
Early October 2010 – Early September 2017
Late February 2013 – Mid-July 2017
Late September 2012 – Early August 2018
Mid-September 2012 - Mid-July 2014
Early August 2015 – Late September 2017
Late August 2009 – Late July 2015
Late May 2011 – Early August 2015
Late July 2015 – Early October 2017
Late August 2012 – Early October 2017
Late August 2012 – Late July 2015
Early July 2011 - Early August 2017
Mid-November 2012 – Late June 2016
Late January 2013 – Late July 2017
Late October 2014 – Early September 2017
Late October 2014 – Late August 2017
Mid-September 2014 – Late June 2017
Early October 2015 – Mid-November 2017
Early October 2015 – Early November 2017
Early September 2014 – Late November 2017
Mid-August 2009 – Mid-December 2017
Late September 2009 – Mid-December 2017
Approximate Total Vehicles
3,150
9,100
44,900
600
400
12,100
100
31,800
20
6,200
5,500
700
5,700
4,000
400
10,300
60
5,350
30,100
1,900
1,200
1,100
1,100
5,000
92,300
10,000
Condition
The Data Communication Module (DCM) in the subject vehicles are equipped with software to identify the location of the vehicle using the
Global Positioning System (GPS) to support features of the Safety Connect system. Due to incorrect programming in the DCM software,
after November 2nd, 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the system to use incorrect
vehicle coordinates if one of the system’s features is activated.
Remedy
For all involved vehicles, any authorized Lexus dealer will reprogram the Data Communication Module at NO CHARGE to the vehicle
owner.
Note: The vehicle does not need to have a current Safety Connect subscription to have this LSC performed.
This Limited Service Campaign will be available until December 1, 2022 and is only available at an authorized Lexus dealer.
Covered Vehicles
There are approximately 283,100 vehicles covered by this Limited Service Campaign. There were no vehicles distributed to Puerto Rico.
Note: Only vehicles which currently have or previously had an active Safety Connect subscription on or after 10/1/2017 are involved in this
Limited Service Campaign.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
LimitedServiceCampaignKLG-D-Page|2
Owner Letter Mailing Date
Lexus will begin to notify owners in Mid-September 2019. A sample of the owner notification letter has been included for your reference.
Lexus makes significant effort to obtain current customer name and address information from each state through industry resources when
mailing owner letters. In the event your dealership receives a notice for a vehicle that was sold prior to the Limited Service Campaign
announcement, it is the dealership’s responsibility to forward the owner letter to the customer who purchased the vehicle.
Please note that only owners of the covered vehicles will be notified. If you are contacted by an owner who has not yet received a notification,
please verify eligibility by confirming through TIS prior to performing repairs. Dealers should perform the repair as outlined in the Technical
Instructions found on TIS.
Dealer Inventory Procedures
New and Used Vehicles in Dealership Inventory (In-Stock Vehicles)
To ensure customer satisfaction, Lexus requests that dealers complete this Limited Service Campaign on any new or used vehicles currently
in dealer inventory that are covered by this Limited Service Campaign 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 Limited 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, 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 KLG” 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.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
LimitedServiceCampaignKLG-D-Page|3
Customer Handling, Parts Ordering, and Remedy Procedures
Customer Contacts
Customers who receive the owner letter may contact your dealership with questions regarding the letter and/or the Limited Service
Campaign. 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 (1-800-255-3987) Monday through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
Safety Connect System Active Subscription Verification
Customers who receive the owner letter may contact your dealership to see if their vehicle has an active Safety Connect Subscription. Please
use the Telematics tab on Service Lane to verify if the customers vehicle has an active subscription.
Note: The vehicle does not need to have a current Safety Connect subscription to have this LSC performed.
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
Tania Saldana (859) 815-9968 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this
contact only to media.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
LimitedServiceCampaignKLG-D-Page|4
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
• Senior
• Master
Always check which technicians can perform the repair by logging on to https://LCTPReports.com. It is the dealership’s responsibility to
select technicians with the above certification levels 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.
Campaign Special Service Tools
These tools have been provided to the dealership, they are necessary when
performing the recalibration. *
CABLE No.2
CABLE No.1
* DO NOT use these tools except for this campaign.
Remedy Procedures
Refer to TIS for Technical Instructions on repair. Conduct all non-completed Safety Recalls and Service Campaigns on the vehicle during the
time of appointment.
This Limited Service Campaign will be available until December 1, 2022, and is only available at an authorized Lexus dealer.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
LimitedServiceCampaignKLG-D-Page|5
Repair Quality Confirmation
The repair quality of covered vehicles is extremely important to Toyota. To help ensure that all vehicles have the repair performed correctly,
please designate at least one associate (someone other than the individual who performed the repair) to verify the repair quality of every
vehicle prior to customer delivery.
Warranty Reimbursement Procedures
Warranty Reimbursement Procedure
Op Code
KLG001
KLG002
KLG003
KLG004
•
•
Description
Confirm Calibration ID, No Update Needed
Confirm Calibration ID and Recalibrate DCM Type 13/14
Confirm Calibration ID and Recalibrate DCM Type 12
Confirm Calibration ID, Partial Passenger Seat Removal and Recalibrate
DCM Type 12
The flat rate times include 0.1 hours for administrative cost per unit for the dealership.
This Limited Service Campaign expires on December 01, 2022.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Flat Rate Hours
0.4
2.1
2.4
2.6
LimitedServiceCampaignKLG-D-Page|6
Lexus’ usual customer care amenities of car wash and fuel fill-up apply to this Limited Service Campaign. Additionally, one day of rental
vehicle expense (to a maximum of $45/day) while the vehicle is being remedied or the cost of pick-up and delivery of the customer’s car may
be claimed if required and subject to the guidelines published in the Safety Recall and Special Service Campaign General Procedures
document on TIS.
Model
CT200H
ES300H
ES350
GS F
GS200T
GS350
GS450H
GX460
IS F
IS200T
IS250
IS250C
IS300
IS350
IS350C
LS460
LS600H
LX570
NX200T
NX300H
RC F
RC200T
RC300
RC350
RX350
RX450H
Model Year
2011-2017
2014-2017
2013-2015
2015-2017
2010-2015
2015-2017
2016-2017
2016-2017
2011-2014
2015-2017
2013-2014
2015-2017
2013-2015
2014-2018
2013-2014
2016-2017
2010-2014
2014-2015
2011-2015
2016-2017
2013-2014
2014-2017
2013-2015
2011-2014
2015-2017
2013-2014
2015-2016
2013-2015
2016-2017
2015
2015-2017
2015-2017
2015
2015-2017
2016-2017
2016-2017
2015-2017
2010-2015
2016-2017
2010-2015
2016-2017
DCM Type
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-13/14
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
DCM-13/14
DCM-12
DCM-13/14
DCM-13/14
DCM-13/14
DCM-13/14
DCM-12
DCM-13/14
DCM-12
DCM-13/14
Partial Passenger Seat Removal required
Yes
Not Required
Yes
Not Required
Yes
Not Required
Not Required
Not Required
Yes
Not Required
Yes
Not Required
Yes
Not Required
Not Required
Not Required
Yes
Not Required
Not Required
Not Required
Yes
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Yes
Not Required
Not Required
Yes
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Not Required
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Limited Service Campaign. 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
Op Code or a claim has been filed for an incorrect VIN, refer to Warranty Procedure Bulletin PRO17-03 to correct the claim.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
LimitedServiceCampaignKLG-D-Page|7
Campaign Designation / Phase Decoder
Examples:
C2B = Launched in 2012, Interim Phase, 2nd Campaign Launched in 2012
HLA = Launched in 2017, Remedy Phase, 1st Campaign Launched in 2017.
JLA = Launched in 2018, Remedy Phase, 1st Campaign Launched in 2018.
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 Limited Service Campaign.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
LIMITED SERVICE CAMPAIGN KLG (Remedy Notice)
Multiple Models and Model Years
Safety Connect System – Vehicle Location Inaccurate
Frequently Asked Questions
Original Publication Date: September 12, 2019
The most recent update will be highlighted with a red box.
Q1:
A1:
What is the condition?
The Data Communication Module (DCM) in the subject vehicles are equipped with software to identify the location of the vehicle
using the Global Positioning System (GPS) to support features of the Safety Connect system. Due to incorrect programming in the
DCM software, after November 2nd, 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the
system to use incorrect vehicle coordinates if one of the system’s features is activated.
Q1a:
What is the Safety Connect system?
A1a: Safety Connect is a subscription-based telematics service that uses Global Positioning System (GPS) data and embedded
cellular technology to provide Automatic Collision Notification, Emergency Assistance, Enhanced Roadside Assistance,
and Stolen Vehicle Locator services to subscribers.
Q2:
A2:
Q3:
A3:
Q1b:
I’m not sure if I have a Safety Connect subscription; how can I tell if the system is active on my vehicle?
A1b
Safety Connect service is available by subscription on select, telematics hardware-equipped vehicles. Owners can contact
any Lexus dealership or the Lexus Guest Experience Center to see if their vehicle has an active subscription.
Are there any warnings that this condition exists?
No. There are no warnings that this condition exists.
What is Lexus going to do?
Owners of the vehicles covered by this Limited Service Campaign will receive an owner notification letter via first class mail starting
Mid-September 2019.
Q3a:
A3a:
Q4:
A4:
How long will this Limited Service Campaign be available?
This Limited Service Campaign will be offered FREE OF CHARGE until December 1, 2022
Which and how many vehicles are covered by this Limited Service Campaign?
There are approximately 283,100 vehicles covered by this Limited Service Campaign.
Model Name
Model Year
Approximate Total Vehicles
Production Period
CT 200h
ES 300h
ES 350
GS F
GS 200T
GS 350
GS 450h
GX 460
IS F
IS 200T
IS 250
2011 - 2017
2013 - 2017
2010 - 2017
2016 - 2017
2016 - 2017
2011 - 2017
2013 - 2017
2013 - 2018
2013 - 2014
2016 - 2017
2010 - 2015
3,150
9,100
44,900
600
400
12,100
100
31,800
20
6,200
5,500
Mid-February 2011 – Late March 2017
Late June 2012 – Late August 2017
Late October 2009 – Early September 2017
Late October 2015 – Late July 2017
Late October 2015 – Early September 2017
Early October 2010 – Early September 2017
Late February 2013 – Mid-July 2017
Late September 2012 – Early August 2018
Mid-September 2012 - Mid-July 2014
Early August 2015 – Late September 2017
Late August 2009 – Late July 2015
FAQ Page 1 of 2
© 2019 Lexus, A Division of Toyota Motor Sales, USA
IS 250C
IS 300
IS 350
IS 350C
LS 460
LS 600h
LX 570
NX 200T
NX 300h
RC F
RC 200T
RC 300
RC 350
RX 350
RX 450h
2011 - 2015
2016 - 2017
2013 - 2017
2013 - 2015
2011 - 2017
2013 - 2016
2013 - 2017
2015 - 2017
2015 - 2017
2015 - 2017
2016 - 2017
2016 - 2017
2015 - 2017
2015 - 2017
2010 - 2017
700
5,700
4,000
400
10,300
60
5,350
30,100
1,900
1,200
1,100
1,100
5,000
92,300
10,000
Late May 2011 – Early August 2015
Late July 2015 – Early October 2017
Late August 2012 – Early October 2017
Late August 2012 – Late July 2015
Early July 2011 - Early August 2017
Mid-November 2012 – Late June 2016
Late January 2013 – Late July 2017
Late October 2014 – Early September 2017
Late October 2014 – Late August 2017
Mid-September 2014 – Late June 2017
Early October 2015 – Mid-November 2017
Early October 2015 – Early November 2017
Early September 2014 – Late November 2017
Mid-August 2009 – Mid-December 2017
Late September 2009 – Mid-December 2017
Q4a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Limited Service Campaign in the U.S.?
A4a:
Yes, the following Toyota vehicles are also covered by Limited Service Campaign K0P: certain 2013 – 2019 Model Year
4Runner, certain 2011 – 2017 Model Year Land Cruiser, certain 2016 – 2017 Model Year Mirai, certain 2013 -2017
Model Year Prius, and certain 2012 – 2017 Model Year Prius V.
Note: Only vehicles which currently have an active Safety Connect subscription or previously had an active Safety
Connect subscription at any time on or after 10/1/2017 are involved in this Limited Service Campaign.
Q5:
A5:
Q6:
A6:
Q7:
A7:
Q8:
A8:
How long will the repair take?
The repair takes approximately two and a half to three hours depending on the model. However, depending upon the dealer’s work
schedule, it may be necessary to make the vehicle available for a longer period of time.
My Safety Connect subscription is not active. Do I need to have this repair completed?
If you do not have this repair completed, Lexus recommends that you do not activate a Safety Connect subscription in the future.
How does Lexus obtain my mailing information?
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.
What if I have additional questions or concerns?
If you have additional questions or concerns, please contact the Lexus Guest Experience Center (1-800-255-3987) - Monday
through Friday, 8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
Multiple Models and Model Years
Safety Connect System – Vehicle Location Inaccurate
Limited Service Campaign (Remedy Notice)
[VIN]
Dear Lexus Customer:
At Lexus, we are dedicated to providing vehicles of outstanding quality and value. As part of our continuing efforts to provide superior
customer satisfaction, Lexus is announcing a Limited Service Campaign, which includes your vehicle.
You received this notice because our records, which are based primarily on state registration and title data, indicate that you are the current
owner.
What is the condition?
The Data Communication Module (DCM) in the subject vehicles are equipped with software to identify the location of the vehicle using the
Global Positioning System (GPS) to support features of the Safety Connect system*. Due to incorrect programming in the DCM software,
after November 2nd, 2019, the GPS coordinates for this system will be calculated incorrectly. This will cause the system to use incorrect
vehicle coordinates if one of the system’s features is activated.
* Safety Connect is a subscription-based telematics service that uses Global Positioning System (GPS) data and embedded cellular
technology to provide Automatic Collision Notification, Emergency Assistance, Enhanced Roadside Assistance, and Stolen Vehicle Locator
services to subscribers.
What will Lexus do?
Any authorized Lexus dealer will reprogram the Data Communication Module FREE OF CHARGE to you.
What should you do?
Before you are inconvenienced by this condition, any authorized Lexus dealer will perform the software update FREE OF CHARGE
to you.
Please contact your authorized Lexus dealer to make an appointment to have the software update performed. The remedy will take
approximately two and a half to three hours. However, depending on the dealer’s work schedule, it may be necessary to make your
vehicle available for a longer period of time. This Program will be offered until December 1, 2022, and will only be available at an
authorized Lexus dealer.
Note: This repair is only necessary if the vehicle has an active Safety Connect subscription. If your Safety Connect subscription
is no longer active and you do not intend to renew it at any point in the future, no action is necessary at this time. Lexus
recommends that you save this notice in the glove compartment of your vehicle in case you or a future owner decide to renew
your Safety Connect subscription in the future.
What if you have other questions?
•
•
•
Your local Lexus dealer will be more than happy to answer any of your questions.
For more information on this and other campaigns, please visit www.lexus.com/recall.
If you require further assistance, you may contact the Lexus Guest Experience Center (1-800-255-3987) - Monday through Friday,
8:00 am to 8:00 pm, Saturday 9:00 am to 6:00 pm Eastern Time.
If you would like to update your vehicle ownership or contact information, please visit www.lexus.com/drivers. You will need your full 17-digit
Vehicle Identification Number (VIN) to input the new information.
If you are a vehicle lessor, please assist us by forwarding this notice to the lessee.
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.
Thank you for driving a Lexus.
Sincerely,
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.