19LE05 Dealer Pa

•• PROTECTED 関係者外秘
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
December 01, 2022
February 05, 2020
December 10, 2019
November 13, 2019
TOPIC
Customer Support Program 19LE05 expired December 1, 2022.
Customer Support Program 19LE05 vehicle total has increased by approximately 1,950 vehicles.
Approximately 1,970 vehicles were moved from Limited Service Campaign KLG to Customer Support
Program 19LE05. Approximately 20 vehicles were moved from Customer Support Program 19LE05 to
Limited Service Campaign KLG.
Vehicle total has decreased by approximately 6,260 vehicles. Vehicles were moved from Customer Support
Program 19LE05 and added to Limited Service Campaign KLG.
Opcodes are now available to submit warranty claims on vehicles still under the New Vehicle Limited Warranty
(4yrs/50,000 miles).
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 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
Original Publication Date: October 17, 2019
All Lexus Dealer Principals, General Managers, Service Managers, Parts Managers, and Warranty Administrators
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CUSTOMER SUPPORT PROGRAM 19LE05
Multiple Models and Model Years
Coverage for Safety Connect System – Vehicle Location Inaccurate
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Production Period
Early March 2011 – Early April 2017
Early February 2012 – Late August 2017
Late October 2009 – Early September 2017
Mid-July 2015 – Early August 2017
Early July 2015 – Late August 2017
Early October 2010 – Early September 2017
Early January 2013 – Late August 2017
Early January 2010 – Early August 2018
Early September 2012 – Late July 2014
Early April 2015 – Early October 2017
Early April 2010 – Early August 2015
Late July 2012 – Early August 2015
Early April 2015 – Early October 2017
Late August 2012 – Late September 2017
Late August 2012 – Early August 2015
Late May 2012 – Mid-August 2017
Early June 2012 – Early August 2016
Late June 2010 – Early August 2017
Mid-February 2014 – Early September 2017
Late February 2014 – Late August 2017
Early June 2014 – Early November 2017
Mid-June 2015 – Late November 2017
Early June 2015 – Mid-November 2017
Mid-April 2014 – Late November 2017
Late August 2009 – Mid-December 2017
Early November 2009 – Mid-December 2017
Approximate Total Vehicles
57,550
52,560
231,560
1,150
1,470
65,170
390
97,550
210
37,500
88,910
5,090
14,160
24,460
2,110
27,020
220
16,720
111,280
5,830
3,360
4,620
2,380
16,670
387,320
32,440
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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
2010 – 2018 Model Year GX 460
2013 – 2014 Model Year IS F
2016 – 2017 Model Year IS 200T
2010 – 2015 Model Year IS 250
2013 – 2015 Model Year IS 250C
2016 – 2017 Model Year IS 300
2013 – 2017 Model Year IS 350
2013 – 2015 Model Year IS 350C
2013 – 2017 Model Year LS 460
2013 – 2016 Model Year LS 600h
2010 – 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
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In our continuing efforts to ensure the best in customer satisfaction, Lexus is announcing a Customer Support Program to provide coverage
for Safety Connect System – Vehicle Location Inaccurate.
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Background
The Data Communication Module (DCM) in the subject vehicles is 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.
Note: Lexus has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue related to the Safety Connect
system. Both of these programs provide the same free remedy to correct this issue with Safety Connect. Lexus recommends that customers
have the free remedy performed before reactivating Safety Connect. Vehicles that had an active Safety Connect subscription on or after
10/1/2017 were included in Limited Service Campaign LSC KLG. Vehicles that did not have an active Safety Connect subscription on or
after 10/1/2017 but are affected by this condition are included in this Customer Support Program (19LE05).
© 2019 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 1 9 L E 0 5 - D - P a g e |2
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 coverage will be offered until December 1, 2022 regardless of mileage.
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This Customer Support Program provides coverage as it applies to incorrectly calculated GPS coordinates due to the Data
Communication Module being programmed incorrectly.
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.
This Customer SupportProgram applies tocustomers who are activating a Safety Connectsubscription.Ifa customer doesnot have a Safety
Connect subscription, this condition doesnot affect anyfunctionsof the customer’s vehicle.
Covered Vehicles
There are approximately 1,287,840 vehicles covered by this Customer Support Program. There were no vehicles distributed to Puerto
Rico affected by this Customer Support Program.
Customer Handling, Parts Ordering, and Remedy Procedures
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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.
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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.
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Customer Marketing
Direct marketing of this Customer Support Program is strictly prohibited pursuant to Lexus Warranty Policy 5.21, “Warranty Solicitation.”
Non-compliance of this policy may result in a claim debit.
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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.
Certified
Senior
Master
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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” and course
HL511A. 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:
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 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.
NOTE: Claims for repairs that were performed by non-qualified technicians are subject to debit.
© 2019 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 1 9 L E 0 5 - D - P a g e |3
Campaign Special Service Tools
These tools have been provided to the dealership at the launch of LSC K0P, they
are necessary when performing the recalibration. *
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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.
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Warranty Reimbursement Procedures
LDCM04
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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
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Op Codes
LDCM01
LDCM02
LDCM03
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Reimbursement Procedure
NOTE: If the vehicle is still under the New Vehicle Limited Warranty (4yrs/50,000 miles), submit the repair as a Regular warranty claim
using the Opcodes below LDCM01 - LDCM04. The Original Failed Part OFP will vary depending on model.
OFP
T1
T2
86740 - *****
86741 - *****
87
74
2.5
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
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Op Code
AHH006
AHH007
AHH008
AHH009
Time
0.3
2.0
2.3
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Flat Rate Hours
0.3
2.0
2.3
2.5
C u s t o m e r S u p p o r t P r o g r a m 1 9 L E 0 5 - D - P a g e |4
GS F
GS200T
GS350
GS450H
GX460
IS F
IS200T
IS250
IS250C
IS300
IS350
IS350C
LS460
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LS600H
LX570
NX200T
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RC200T
RC300
RC350
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NX300H
RC F
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RX350
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RX450H
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ES350
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
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ES300H
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
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CT200H
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
2010-2015
2014-2018
2013-2014
2016-2017
2010-2014
2014-2015
2013-2015
2016-2017
2013-2014
2014-2017
2013-2015
2013-2014
2015-2017
2013-2014
2015-2016
2010-2015
2016-2017
2015
2015-2017
2015-2017
2015
2015-2017
2016-2017
2016-2017
2015-2017
2010-2015
2016-2017
2010-2015
2016-2017
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Model
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.
© 2019 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 1 9 L E 0 5 - D - P a g e |5
19TA01
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Campaign Designation / Phase Decoder
T
A
Year Campaign
is Launched
Vehicle Make
Field Action Category and Phase
Field Action Sequence
T = Toyota
L = Lexus
A = Safety Recall Remedy
B = Safety Recall Interim
C = Special Service Campaign
D = Limited Service Campaign
E = Customer Support Program
01 = 1st Field Action of the year
02 = 2nd Field Action of the year
03 = 3rd Field Action of the year
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19 = 2019
20 = 2020
21 = 2021
22 = 2022
23 = 2023
Etc...
01
m
19
(The sequence is unique for each
Field Action category)
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(May use other characters in unique
cases)
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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
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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.
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LEXUS, A DIVISION OF TOYOTA MOTOR SALES, U.S.A., INC.
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Multiple Models and Model Years
Coverage for Safety Connect System – Vehicle Location Inaccurate
Frequently Asked Questions
Original Publication Date: October 17, 2019
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CUSTOMER SUPPORT PROGRAM 19LE05
◄ IMPORTANT UPDATE ►
February 05, 2020
December 10, 2019
TOPIC
Customer Support Program 19LE05 vehicle total has increased by approximately 1,950 vehicles.
Approximately 1,970 vehicles were moved from Limited Service Campaign KLG to Customer Support
Program 19LE05. Approximately 20 vehicles were moved from Customer Support Program 19LE05 to
Limited Service Campaign KLG.
Vehicle total has decreased by approximately 6,260 vehicles. Vehicles were moved from Customer
Support Program 19LE05 and added to Limited Service Campaign KLG.
Q1:
What is the condition?
The Data Communication Module (DCM) in the subject vehicles is 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.
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The most recent update will be highlighted with a red box.
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DATE
Q1a:
What is the Safety Connect system?
Q1b:
A1b:
I’m not sure if I have a Safety Connect subscription; how can I tell if the system is active on my vehicle?
Q3:
No. There are no warnings that this condition exists.
Why are some vehicles involved in this Customer Support Program and others involved in Limited Service Campaign “KLG”? What
is the difference?
Lexus has initiated a Limited Service Campaign and a Customer Support Program to resolve this issue related to the Safety Connect
system. Both of these programs provide the same free remedy to correct this issue with Safety Connect. Lexus recommends that
customers have the free remedy performed before reactivating Safety Connect. Vehicles that had an active Safety Connect
subscription on or after 10/1/2017 were included in Limited Service Campaign LSC KLG. Vehicles that did not have an active Safety
Connect subscription on or after 10/1/2017 but are affected by this condition are included in this Customer Support Program
(19LE05).
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A3:
Are there any warnings that this condition exists?
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A2:
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.
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Q2:
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.
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A1a:
Q4:
A4:
My Safety Connect subscription is not active. Do I need to have this repair completed?
This Customer Support Program applies to customers who are activating a Safety Connect subscription. If a customer is not
activating a Safety Connect subscription, it is not necessary to have the repair completed.
FAQ Page 1 of 2
© 2019 Lexus, A Division of Toyota Motor Sales, USA
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 1,287,840 vehicles covered by this Customer Support Program.
Model Name
Model Year
CT 200h
ES 300h
ES 350
GS F
GS 200T
GS 350
GS 450h
GX 460
IS F
IS 200T
IS 250
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 - 2017
2013 - 2017
2010 - 2017
2016 - 2017
2016 - 2017
2011 - 2017
2013 - 2017
2010 - 2018
2013 - 2014
2016 - 2017
2010 - 2015
2013 - 2015
2016 - 2017
2013 - 2017
2013 - 2015
2013 - 2017
2013 - 2016
2010 - 2017
2015 - 2017
2015 - 2017
2015 - 2017
2016 - 2017
2016 - 2017
2015 - 2017
2010 - 2017
2010 - 2017
Production Period
Early March 2011 – Early April 2017
Early February 2012 – Late August 2017
Late October 2009 – Early September 2017
Mid-July 2015 – Early August 2017
Early July 2015 – Late August 2017
Early October 2010 – Early September 2017
Early January 2013 – Late August 2017
Early January 2010 – Early August 2018
Early September 2012 – Late July 2014
Early April 2015 – Early October 2017
Early April 2010 – Early August 2015
Late July 2012 – Early August 2015
Early April 2015 – Early October 2017
Late August 2012 – Late September 2017
Late August 2012 – Early August 2015
Late May 2012 – Mid-August 2017
Early June 2012 – Early August 2016
Late June 2010 – Early August 2017
Mid-February 2014 – Early September 2017
Late February 2014 – Late August 2017
Early June 2014 – Early November 2017
Mid-June 2015 – Late November 2017
Early June 2015 – Mid-November 2017
Mid-April 2014 – Late November 2017
Late August 2009 – Mid-December 2017
Early November 2009 – Mid-December 2017
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support Program in the U.S.?
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Q7a:
Approximate Total
Vehicles
57,550
52,560
231,560
1,150
1,470
65,170
390
97,550
210
37,500
88,910
5,090
14,160
24,460
2,110
27,020
220
16,720
111,280
5,830
3,360
4,620
2,380
16,670
387,320
32,440
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Q7:
What should I do to have the software update performed?
If you are activating a Safety Connect subscription, please make an appointment with your local authorized Lexus dealer to have the
software update performed FREE OF CHARGE. If you are not activating a Safety Connect subscription, there is no action
necessary at this time.
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Q6:
What is Lexus going to do?
Because this condition will only impact customers who are reactivating their vehicles’ Safety Connect subscription, customers will
be notified of this CSP during the reactivation process and will be provided instructions on how to have the DCM software updated
at their local authorized dealer. A copy of the communication that is provided to customers at subscription activation is included for
your reference. The DCM software update must be performed in order for certain features of Safety Connect to work as designed.
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Q5:
Yes, the following Toyota vehicles are also covered by Customer Support Program 19TE12. Certain 2013 – 2019 model
year 4Runner, certain 2013 – 2017 model year Land Cruiser, certain 2016 – 2017 model year Mirai, certain 2013 – 2017
model year Prius and certain 2013 – 2017 model year Prius V.
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A7a:
Q8:
A8:
Q9:
A9:
How long will the repair take?
The repair takes approximately two and a half to three 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 have additional questions or concerns?
If you have additional questions or concerns, please contact 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.
FAQ Page 2 of 2
© 2019 Lexus, A Division of Toyota Motor Sales, USA
TOYOTA
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Toyota Motor Sales, USA, Inc.
6565 Headquarters Drive
Plano, TX 75024
(469) 292-4000
Thank you for your interest in Safety Connect! Toyota and Lexus are dedicated to providing vehicles of
outstanding quality and value. As part of our continual efforts to promote customer satisfaction, Toyota and
Lexus have initiated a Limited Service Campaign and a Customer Support Program to resolve an issue related
to the Safety Connect system. Our records indicate that your vehicle is involved in either the Limited Service
Campaign or the Customer Support Program and the repair has not been performed.
Both of these programs provide the same free remedy to correct this issue with Safety Connect. Toyota and
Lexus recommend that you have the free remedy performed before reactivating Safety Connect.
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The Data Communication Module (DCM) in the subject vehicles is 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.
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The Limited Service Campaign and Customer Support Program provide coverage as it applies to incorrectly
calculated GPS coordinates due to the Data Communication Module being programmed incorrectly
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*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.
Coverage
The Limited Service Campaign and Customer Support Program are available until December 1st, 2022
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What should you do?
If you are reactivating Safety Connect on your vehicle, please contact your authorized Toyota or Lexus dealer
to make an appointment to have the Data Communication Module reprogram performed free of charge. 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.
What if you have other questions?
•
Your local Toyota or Lexus dealer will also be more than happy to answer any of your questions.
Toyota Customers with additional questions or concerns are asked to please contact the Toyota Customer
Experience Center (1-888-270-9371) - Monday through Friday, 7:00 am to 7:00 pm, Saturday 7:00 am to
4:30 pm Central Time.
Lexus Customers with additional questions or concerns 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.
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•
•
We have provided this notice in the interest of your continued satisfaction with our products. We sincerely
regret any inconvenience this condition may have caused you.
Thank you for driving a Toyota or Lexus.
Sincerely,
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TOYOTA MOTOR SALES, U.S.A., INC.