21LE01 - CT200H

Lexus, A Division of Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Original Publication Date: May 20, 2021
To:
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers and Warranty Administrators
CUSTOMER SUPPORT PROGRAM 21LE01
Certain 2011-2013 Model Year CT200h
Coverage for Brake Booster and Brake Booster Pump Assemblies
Model / Years
2011-2013 CT200h
Production Period
Late August 2010 – Mid-December 2013
Approximate Total Vehicles
49,500
In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for Brake Booster and Brake Booster Pump Assemblies on certain 2011-2013 Model Year CT200h Vehicles.
Background
Although the Brake Booster and Brake Booster Pump Assemblies are covered by Lexus’ New Vehicle Limited Warranty for 4 years or
50,000 miles (whichever comes first), we at Lexus care about the customers’ ownership experience. Lexus is providing coverage for repairs
related to certain internal malfunctions of the Brake Booster and Brake Booster Pump Assemblies in some of the subject vehicles.
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 to Brake Booster and Brake Booster Pump Assemblies on certain 20112013 Model Year CT200h Vehicles. The specific condition covered by this program is related to certain internal malfunctions of the
Brake Booster Assembly. One or more of the following specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or C1253 will
be stored in the vehicles memory to be used as verification. If the condition is verified, the vehicle will be repaired with new Brake Booster
and Brake Booster Pump Assemblies under the terms of this Customer Support Program.
•
•
The Primary Coverage will be offered until November 30, 2022, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or 150,000 miles from the date of first use,
whichever comes first.
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.
Covered Vehicles
There are approximately 49,500 vehicles covered by this Customer Support Program. Approximately 108 vehicles involved in this
Customer Support Program were distributed to Puerto Rico.
Owner Letter Mailing Date
Lexus will begin to notify owners in late May 2021 and notifications will be mailed over several months. A sample of the owner notification
letter has been included for your reference.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 1 L E 0 1 - D - P a g e |2
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 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 Brand Engagement Center (1-800-255-3987) Monday through Friday, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time.
Salvage Title Vehicles
There is no New Vehicle Limited Warranty coverage or non-emission CSP coverage for vehicles that have been branded as salvage, total
loss, true mileage unknown, or similar title under any state’s law. Nonetheless, every attempt should be made to complete an open emission
related CSP when circumstances permit, unless noted otherwise in the CSP dealer letter.
•
This CSP IS NOT emission related; therefore, vehicles branded as salvage, total loss, true mileage unknown, or similar title are NOT
ELIGIBLE for coverage under this CSP.
For complete details on this policy, refer to Lexus Warranty Policy 4.15, “What Is Not Covered by The Lexus New Vehicle Limited Warranty”.
Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to the Lexus Warranty Policy 5.22, “Warranty
Solicitation.” Non-compliance of this policy may result in a claim debit.
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
Ed Hellwig (469) 292-1165 in Toyota Corporate Communications. Please do not provide this number to customers. Please provide this
contact only to media.
Parts Ordering Process
It is possible that parts for this program are either required to be ordered in Campaign Part Order Request (CPOR) on Service Lane or have
been placed on Manual Allocation Control (MAC) due to potential limited part availability. Please check the CPOR/MAC report on Dealer
Daily for the most up-to-date parts ordering information. Dealers can identify which parts ordering method to use by reviewing the parts
information section of Dealer Daily and checking for a MAC code on the part numbers below. For MAC code C, order through CPOR. For
MAC code D, refer to the MAC report for further instructions.
As this is a Customer Support Program, the condition MUST be verified by inspecting the vehicle. Therefore, dealers SHOULD NOT
increase their stock of related repair parts. Dealers are requested to only order parts for vehicles experiencing this condition only. DO NOT
ORDER FOR STOCK. As always, if a customer experiences the condition described, dealers should conduct appropriate diagnosis and
order the applicable parts.
Model Year
Part Number
Service
Campaign
04000-23576
04000-23676
04000-23776
2011-2013
47050-76020
2011-2013
47050-76040
2011-2013
47050-76060
2011-2013
47070-12020
04006-22212
NOTE: Each repair will require a brake booster kit AND a brake booster pump kit.
Description
Brake Booster Kit
Brake Booster Kit
Brake Booster Kit
Brake Booster Pump Kit
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 recall repair are required to currently have completed all of the
following courses:
• L071 – Hybrid Systems
© 2021 Lexus, A Division of Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 1 L E 0 1 - D - P a g e |3
It is the dealership’s responsibility to select technicians that have completed the above courses to perform this recall 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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
Remedy Procedures
Technical instructions for this Customer Support Program can be found in L-SB-0009-21.
Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over to the parts department until appropriate disposition is
determined. The parts department must retain these parts until notification via the Parts Recovery System (PRS) is received indicating whether
to ship or scrap the parts. These parts are utilized by various departments for defect analysis, quality control analysis, product evaluation, as
well as other purposes.
To help minimize dealer storage challenges, Lexus recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when the campaign claim is paid
by Lexus.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
Warranty Reimbursement Procedures
Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty, submit the repair as a Regular warranty claim.
Op Code
21LAH1
•
•
Description
Replace the brake booster assembly and brake booster pump assembly on 2011-2013 model
year CT200h vehicles.
Flat Rate Hours
5.1
2.0 liters of brake fluid can be claimed at a maximum amount of $44.00 per vehicle as sublet type OF.
A loaner vehicle or alternative transportation can be claimed up to a maximum of 1 day (at a maximum rate of $45.00 per day) as a sublet
type “RT” under Op Code 21LAH1.
o For rentals that exceed the maximum number of allowable days and/or dollars per day, DSPM authorization is required.
o Rental invoice MUST be attached to all rental claims. These claims may be subject to debit if rental invoice is not attached.
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 Op Code 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.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
C u s t o m e r S u p p o r t P r o g r a m 2 1 L E 0 1 - D - P a g e |4
Campaign Designation / Phase Decoder
19TA01
19
T
A
01
Year Camp aig n
is La un ched
Vehicle Make
Field Actio n Categ o ry an d Pha se
Field Actio n Seq uen ce
A = Safety Recall Rem edy
B = Safety Recall Interim
C = Special Service Camp aign
D = Lim ited Service Cam paign
E = Custom er Sup port Program
F = Emissions Recall
01 = 1st Field Action of the year
02 = 2 nd Field Action of the year
03 = 3 rd Field Action of the year
19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
T = Toyota
L = Lexus
(May use other characters in uniq ue
cases)
(The seq uence is unique for each
Field Action category)
(May use other characters in
unique cases)
Examples:
19TA01 = Launched in 2019, Toyota, Safety Recall Remedy Phase, 1st Safety Recall Launched in 2019
20TC02 = Launched in 2020, Special Service Campaign, 2nd Special Service Campaign Launched in 2020
21TE05 = Launched in 2021, Customer Support Program, 5th Customer Support Program Launched in 2021
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 Customer Support Program.
Thank you for your cooperation.
LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
© 2021 Lexus, A Division of Toyota Motor Sales, USA
CUSTOMER SUPPORT PROGRAM 21LE01
Certain 2011-2013 Model Year CT200h
Coverage for Brake Booster and Brake Booster Pump Assemblies
Frequently Asked Questions
Original Publication Date: May 20, 2021
Q1:
A1:
What is the condition?
Lexus has received reports regarding the Brake Booster and Brake Booster Pump Assemblies on certain 2011 – 2013 model year
CT200h vehicles. In these reports, customers have noted various brake system related warning lamps are illuminated.
Q1a:
A1a:
Which brake system warning indicator(s) may be related to these conditions?
If the following warning lamps are illuminated, the vehicle may be experiencing a concern with the Brake Booster or Brake
Booster Pump Assemblies that are covered by this Customer Support Program.
Master Warning
Light (Yellow)
Brake System
Warning Light
and Warning
Buzzer (Red)
Brake System
Warning Light
(Red)
ABS Warning Light
(Yellow)
SLIP Indicator
(Yellow)
NOTE: It is possible for the lights above to be illuminated and the condition not be related to this Customer Support
Program.
Q2:
A2:
What is Lexus going to do?
Although the Brake Booster and Brake Booster Pump Assemblies are covered by Lexus’ New Vehicle Limited Warranty for normal
warranty coverage period, 4 years or 50,000 miles (whichever comes first), we at Lexus care about the customers’ ownership
experience. Lexus is providing coverage for repairs related to the certain internal malfunctions of the Brake Booster Assembly. Your
dealer can determine if your vehicle is experiencing the condition covered by this Customer Support Program by confirming the
presence of one or more of the following specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or C1253 that will be
stored in the vehicle’s memory.
Lexus will send an owner notification by first class mail starting in Late May 2021, advising owners of this Customer Support Program.
FAQ Page 1 of 3
© 2020 Lexus, A Division of Toyota Motor Sales, USA
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 49,500 vehicles covered by this Customer Support Program.
Q3a:
A3a:
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•
Q4:
A4:
Model Name
Model Year
Production Period
CT200h
2011-2013
Late August 2010 – Mid-December 2013
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
No. However, the following vehicles are covered for this condition. Please refer to the ZJB, ZKC, ZLM, ZKK, 20LE03,
20TE07 and 21TE01 Dealer Letters and FAQs for additional information.
Certain 2010-2015 MY Prius and Prius PHV vehicles are covered for this condition under Customer Support Program
ZJB.
Certain 2008-2010 MY Highlander Hybrid vehicles are covered for this condition under Customer Support Program
ZKC.
Certain 2013-2015 MY ES300 h vehicles are covered for this condition under Customer Support Program ZLM.
Certain 2012-2014 MY Camry Hybrid vehicles and certain 2013-2015 Avalon Hybrid vehicles are covered for this
condition under Customer Support Program ZKK.
Certain 2010-2012 MY RX450H vehicles are covered for this condition under Customer Support Program 20LE03.
Certain 2012-2014 MY Prius V and certain 2015 MY Prius V vehicles are covered for this condition under Customer
Support Program 20TE07.
Certain 2012-2014 MY Prius C vehicles are covered for this condition under Customer Support Program 21TE01.
What are the details of this program?
This Customer Support Program provides coverage as it applies to the Brake Booster and Brake Booster Pump Assemblies. If the
condition is verified, the vehicle will be repaired with new Brake Booster and Brake Booster Pump Assemblies under the terms of
this Customer Support Program.
•
•
The Primary Coverage will be offered until November 30, 2022, regardless of mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or 150,000 miles from the date of first use,
whichever comes first.
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:
A5:
Which part(s) are covered by this Customer Support Program?
The specific components covered by this program are as follows
• Brake Booster Assembly
• Brake Booster Pump Assembly
FAQ Page 2 of 3
© 2020 Lexus, A Division of Toyota Motor Sales, USA
Q6:
A6:
What should an owner do if experiencing this condition?
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 FREE OF CHARGE to the owner.
Q6a:
A6a:
Q7:
A7:
Q8:
A8:
Q9:
A9:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible for the
initial diagnostic fees and any other repairs you may decide to have performed. Any authorized Lexus Dealership can
determine if a condition is covered by this Customer Support Program.
What if an owner HAS NOT experienced this condition but would like to have the repair completed?
This Customer Support 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 tear off the sheet included in the owner letter and insert it into the Owner’s Warranty
Information Booklet for future reference.
How long will the repair take?
The repair takes approximately five hours. However, depending upon the dealer’s work schedule, it may be necessary to make the
vehicle available for a longer period of time.
What if I previously paid for repairs related to this Customer Support Program?
Reimbursement consideration instructions will be provided in the owner letter.
Q10:
A10:
How does Lexus obtain my mailing information?
Q11:
A11:
What if I have additional questions or concerns?
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.
If you have additional questions or concerns, please contact the Lexus Brand Engagement Center (1-800-255-3987) - Monday
through Friday, 7:00 am to 7:00 pm, Saturday 8:00 am to 5:00 pm Central Time
FAQ Page 3 of 3
© 2020 Lexus, A Division of Toyota Motor Sales, USA
Lexus, A Division of
Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
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2011-2013 Model Year CT200h
Coverage for Brake Booster and Brake Booster Pump Assemblies
CUSTOMER SUPPORT PROGRAM 21LE01 NOTIFICATION
[VIN]
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 voluntary Customer Support Program that has been initiated for your vehicle.
This Customer Support Program provides coverage as it applies to Brake Booster and Brake Booster Pump Assemblies on certain 20112013 Model Year CT200h Vehicles. The specific condition covered by this program is related to certain internal malfunctions of the Brake
Booster Assembly. One or more of the following specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or C1253 will be stored
in the vehicles memory to be used as verification. If the condition is verified, the vehicle will be repaired with new Brake Booster and Brake
Booster Pump Assemblies under the terms of this Customer Support Program.
Brake System
Warning Light and
Warning Buzzer
(Red)
Brake System
Warning Light (Red)
ABS Warning Light
(Yellow)
SLIP Indicator
(Yellow)
e
Master Warning
Light (Yellow)
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If the following warning lamps are illuminated, the vehicle may be experiencing a concern with the Brake Booster and Brake Booster Pump
Assemblies that are covered by this Customer Support Program.
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NOTE: It is possible for the lights above to be illuminated and the condition not be related to this Customer Support Program.
Primary Coverage
m
Applicable until November 30, 2022 with no year/mileage
limitation.
Secondary Coverage
(After Primary Coverage ends)
Applicable for 10 years from the date of first use or 150,000
miles, whichever occurs first.
Sa
What should you do?
Please tear off and insert the sheet at the bottom of the page into the back of your Owner’s Manual for future reference. If you have not
experienced the condition described in the Customer Support Program Details below, there is no action necessary at this time.
If you have experienced this condition, we recommend you contact any authorized Lexus dealer and make arrangements for diagnosis and,
if applicable, repair. The repair will take approximately five hours. However, depending upon the dealer’s work schedule, it may be necessary
to make the vehicle available for a longer period of time.
Refer to the Frequently Asked Questions sheet included with this letter.
Your local Lexus dealer will also be more than happy to answer any of your questions.
If you require further assistance, please visit http://Lexus.com/contact for options to contact the Lexus Brand Engagement Center.
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What if you have other questions?
If you would like to update your vehicle ownership or contact information, please visit https://www.toyota.com/recall/update-info-lexus. You
will need your full 17-digit Vehicle Identification Number (VIN) to input the new information.
What if you have previously paid for repairs to your vehicle for this specific condition?
If you have previously paid for repairs related to this condition, please mail a copy of your repair details (for example: a repair order), proofof-payment, and ownership information to the following address for reimbursement consideration:
Lexus
A Division of Toyota Motor North America, Inc.
PO Box 259001 – SSC/CSP
Mail Drop E3-2D
Plano, TX 75025-9001
Please refer to the attached Reimbursement Checklist for required documentation details.
Thank you for driving a Lexus.
Sincerely,
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We have sent this notice in the interest of your continued satisfaction with our products. We sincerely regret any inconvenience this condition
may have caused you.
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LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC
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This Customer Support Program provides coverage as it applies to the Brake Booster and
Brake Booster Pump Assemblies. The specific condition covered by this program is related
to certain internal malfunctions of the Brake Booster Assembly. One or more of the following
specific Diagnostic Trouble Codes (DTCs) C1391, C1252, C1256 or C1253 will be stored
in the vehicles memory to be used as verification. If the condition is verified, the vehicle will be
repaired with new Brake Booster and Brake Booster Pump Assemblies under the terms of
this Customer Support Program.
The Primary Coverage will be offered until November 30, 2022, regardless of
mileage.
After the Primary Coverage, the Secondary Coverage is applicable for 10 years or
150,000 miles from the date of first use, whichever comes first.
Please note that this coverage is for work performed at an authorized Lexus dealer only.
This coverage 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.
VIN#
Date of First Use
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*Please see your Lexus dealer for additional details
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Customer Support Program 21LE01 Details
A voluntary Customer Support Program has been initiated for
your vehicle
▼ Remove at perforation and place in the back of your owner’s manual ▼
CUSTOMER SUPPORT PROGRAM
FREQUENTLY ASKED QUESTIONS
Q2:
A2:
Q3:
A3:
Is this a recall?
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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.
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Q1:
A1:
If my vehicle does not have this condition, do I need to make an appointment with my dealership?
No, you do not need to take your vehicle to a dealership unless your vehicle is exhibiting the condition described in this letter. If you
have not experienced this condition, please tear off and insert the sheet from the bottom of the owner letter into the back of your
owner’s manual for future reference.
Is the Customer Support Program coverage transferable if I sell my vehicle?
Yes, this Customer Support Program coverage is fully transferrable to subsequent vehicle owners for the condition and terms
specified in the notification letter.
Q4:
A4:
What should I do if my vehicle has the condition described?
Q5:
A5:
Which part(s) are covered by this Customer Support Program?
Q6:
A6:
What if the diagnosis is performed and my vehicle is not covered by the Customer Support Program?
If you experience this condition, please contact any authorized Lexus dealer and make arrangements for diagnosis and, if applicable,
repair.
Refer to the owner letter to find the specific component(s) covered by this program.
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Please be aware that, if the condition is not covered by this Customer Support Program, you may be responsible for the initial
diagnostic fees and any other repairs you may decide to have performed. Any authorized Lexus Dealership can determine if a
condition is covered by this Customer Support Program.